IT Technical Support

Role and responsibilities

• Provide daily technical support to users and devices troubleshooting/maintenance including (Desktops, laptops, Mobile devices,printers and headsets and other IT devices) as per to company’s guidelines in an efficient and accurate manner within the agreed SLA.
• Provide support, monitor and report IT services and systems, voice and data network, end to end support communication capabilities (LAN & WAN).
• Providing 24x7 second-line support and support escalation services.
• Setting up system access and maintaining access rights.
• Ensuring new systems and changes to existing systems are designed, developed, deployed and managed in accordance with priorities and business requirements.
• Adhering to IT best practice and internal standards to minimize risk to service levels
• Document and maintain policies and procedures, ensuring projects are completed within guidelines and maintain best practices.
• Management of incidents to ensure rapid resolution including:
  • Root cause analysis
  • Managing all avenues incident to ensure are explored
  • Ensuring necessary communication is sent to relevant parties
  • Weighing up possible solutions and associated risk
  • Ensuring completion of follow up actions
  • Provision of escalation on-call support
  • Maintaining disaster recovery plans and executing regular testing
  • Tracking and resolution of single points of failure within the infrastructure
  • Assisting project streams on infrastructure changes
  • Maintain updates to systems, services and inventory.
  • Running Infrastructure and Application Projects as required.
  • Liaising with other teams as necessary during project life cycle and production operation.
  • Conducting Service Reviews with internal teams and suppliers
  • Liaison with 3rd party suppliers as needed