Key Responsibilities:
Incident Management Monitor support ticket queues, triage 1st and 2nd-level technical issues, and escalate complex network or system faults to Tier 3 or vendor support.User Support Troubleshooting Troubleshoot hardware (desktops, laptops, printers) and software (OS, VPN, email) issues via remote sessions, phone, or in-person.
IT Asset Inventory Management Track, deploy, and maintain IT assets. This includes building software images and configuring hardware for new hire onboarding.System Administration Maintenance Perform routine housekeeping, update firewall rules, and maintain server health and network configurations.Process Governance Maintain an up-to-date knowledge base, document troubleshooting steps, and help enforce organizational IT security and compliance policies.
Reporting KPIs Generate statistical analyses and reports on ticket resolution times, customer satisfaction, and overall team performance.
