· Day-to-Day Helpdesk Support: Provide technical support for daily helpdesk operations, ensuring smooth and efficient service delivery.
· Incident Management: Handle complex technical incidents and collaborate with Level 2 (L2) support teams to resolve issues within the agreed Service Level Agreement (SLA) timeframe.
· Performance Monitoring: Oversee staff performance, ensuring service level targets are met, and address discrepancies or complaints with corrective actions as necessary.
· Experience Requirements: Minimum of 8 years of experience in system/servers (VMware/Hyper-V) with a proven track record in networks (LAN/WAN, Cisco Routers & Switches, firewall).
· Cybersecurity Exposure: Strong exposure to Cyber Security, SIEM, and vulnerability assessment is a must.
· Operational Communication: Provide timely and accurate updates to staff on operational changes, ensuring all team members are informed.
· Product Onboarding & Reporting: Collaborate with the product manager to facilitate product onboarding and prepare detailed monthly reports for management.
· System Monitoring: Monitor system alerts and abnormal behaviours, following incident isolation procedures to identify, verify, and resolve issues.
· Ticket Management: Manage the entire lifecycle of incident tickets—from creation and updates to escalation and final resolution—ensuring proper closure.
· Post-Change Health Checks: Perform health checks after system changes to verify stability and functionality.
· Script Review & Improvement: Review and optimize operational scripts for improved efficiency.
· Reporting & Compliance: Consolidate records for reporting, analytics, and audit purposes.
· Network Support: Provide support and maintenance for network infrastructure (LAN/WAN, Cisco Routers & Switches, firewall).
· Collaboration with System Engineers: Assist system engineers in supporting Windows Servers (VMware, Citrix, etc.).
· Documentation and Procurement: Create IT guides/SOPs and manage IT asset procurement and vendor management.
· Vendor Management: Manage external vendors, ensuring adherence to service level agreements.
· Security Coordination: Coordinate and establish security structures and IT controls to protect the company's information networks.
