Key Responsibilities:
- Optimize configurations to monitor systems for faults, outages, performance issues, and health checks.
- Ensure compliance with established policies and procedures in monitoring and resolving alerts.
- Build, install, and maintain PCs, telephone systems, wireless networks, and peripherals such as printers, scanners, and smartphones in accordance with defined standards.
- Provide support for desktop peripherals like docking stations, monitors, and Multi-Function Devices (MFDs).
- Implement, support, upgrade, and manage Windows Operating Systems, MS Office products, and Blackberry email configuration and support.
- Maintain PCs, networks, and peripherals through regular maintenance and timely troubleshooting.
- Identify, log, and resolve technical problems related to software applications, user access, permissions, or network systems.
- Respond to real-time IT infrastructure alerts, taking immediate ownership and ensuring rapid resolution by coordinating with the appropriate teams.
- Propose potential system improvements and changes to senior team members for consideration and implementation.
- Manage and distribute reports on progress and performance to senior leadership.
- Provide end-user support utilizing tools like Remote Desktop Protocol (RDP) and other support tools.
- Engage with users and stakeholders to resolve incidents and manage communication via email, calls, instant messaging, and one-on-one interactions.
- Engage with vendors and internal teams for escalations and ensure timely resolution of vendor-related issues.
- Take end-to-end responsibility for tasks by opening tickets and following up with vendors and internal teams until resolution.
- Provide support for global customers, working in a 24x7 environment with rotating shifts and weekly offs.
- Work in real-time, acknowledging alerts and responding to critical issues to maintain operational efficiency.
- Support and manage tools such as Nexthink, Aternity, Liquidware (device agents), and Quest KACE for software deployment, patching, and managing EUX inventory.
- Manage virtual PCs (VDI) and thin clients, ensuring smooth operation and system health.
- Provide support for mobile clients including Blackberry, iPads, and mobile tablets, ensuring connectivity and usability for end users.
Requirements:
- Bachelor’s degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
- Minimum of 4+ years of experience in IT, supporting end-user hardware, software, and virtual infrastructure environments.
- Proven experience with Windows, storage, backup, user access, permissions, and networks.
- Experience using helpdesk portals and providing desktop support for global customers.
- Proficiency in Windows, MS Office, EzOffice, network systems, and end-user support tools like RDP.
- Strong experience in monitoring systems and real-time incident management.
- Familiarity with tools like Nexthink, Aternity, Quest KACE, and EzOffice.
- Strong communication skills (verbal and written) with the ability to articulate priorities and manage tasks.
- Ability to handle vendor escalations, incident response, and technical issues independently.
- Knowledge of virtual infrastructure environments (VDI, Thinclients, etc.).
- Must be willing to work in a rotating shift schedule and be comfortable in a fast-paced, 24x7 environment.
- This position requires working with global customers and adhering to service level agreements (SLAs).
