Job Description:
- Deliver daily IT helpdesk support to end-users across various platforms, including Windows, MacOS, Linux, Android, and iOS.
- Continuously monitor the internal helpdesk system, promptly respond to tickets and ensure proper logging within SLA timelines.
- Document and continuously improve SOP and IT support processes to keep them current and efficient, driving continuous improvement in service delivery.
- Maintain IT inventory, actively tracking all IT assets and accessories to maintain accurate records.
- Enhance the out-of-the-box (OOTB) laptop installation process by leveraging Microsoft Intune.
- Periodically monitor and maintain the health of audio-visual and video conference systems, ensuring their high availability.
- Monitoring and maintaining IT/Cloud/Virtual infrastructure by ensuring system uptime, security patching, system administration, and antivirus updates to achieve compliance.
Qualifications/Training:
- Bachelor’s degree in information technology, Computer Science or a related field preferred.
- Positive attitude with a team-player mindset with good communications and problem-solving skills.
Experience/Skills:
- Minimum of 3-5 years of experience in IT support or a similar role.
- Proficiency in managing and troubleshooting across various platforms, including Windows, MacOS, Linux, Android, and iOS.
- Knowledge of IT infrastructure, cloud and virtualization technologies.
- Understanding of Network Infrastructure and the ability to perform basic troubleshooting.
- Customer service skills with the ability to communicate technical information to non-technical users.
- Excellent documentation and process refinement skills.
