Enoch Fernandes

Lead Administrator @Wipro

Bengaluru, IN

Providing end user support on a tier 2 level. Advanced Troubleshooting: Investigate and resolve more complicated technical issues. • Escalation Handling: Accept and manage escalations from Tier 1 when the issue is beyond basic troubleshooting. • Root Cause Analysis: Identify the underlying causes of recurring issues. • Collaboration: Work closely with Tier 3, development teams, or engineering if deeper investigation or fixes are required. • Documentation: Update knowledge bases with solutions for recurring problems to assist Tier 1. • Customer Communication: Maintain clear and professional communication with users, often requiring more detailed explanations or technical walk-throughs.