Level II Remote Desktop Support - The Server Support team is notified by Help Desk staff of a Server level problem and is assigned a trouble ticket. The call will be immediately transferred to a Server Support team member. If a Server Support team member is not available then the next available Server Support team member will make an out call to the customer.
Includes all support features of Level I End User Desktop Helpdesk
Server based password resets
User add, moves, changes in Active Directory
Remote access and proper authentication and level of access must be provided to help desk.
User Administration of MS Exchange or hosted e-mail applications
List of supported applications will be documented during on boarding process
Firewall troubleshooting (with documentation)
Server diagnostic and troubleshooting (OS Only)
The help desk will troubleshoot server operating system problems, document and recommend changes/patches to VAR.
Citrix server support (user session shadowing/cancelling)