Service and support network and telecommunication systems including front office, back office, architectures, LAN/WAN infrastructure, WIFI, servers, security, SOX controls, PCs, and peripherals, ensuring compliance with agreed design specifications
Monitor IT service levels and resolve issues promptly to meet service level agreements
Manage internal and external resources to deliver projects and tasks on time and within budget
Respond promptly to user emails, calls, and IT requests to provide effective support
Provide on-site and remote IT support for hardware, software, and network issues, including vulnerability and threat remediation on user PCs
Assist users in troubleshooting IT problems, escalate issues appropriately, collaborate with team members to identify root causes, and resolve user issues efficiently
Perform installation and upgrading of hardware and software, support daily IT operations, and lead assigned IT projects
Review and improve technical support processes and documentation for enhanced service delivery
Maintain and operate IT equipment in server rooms to ensure optimal performance
Maintain accurate IT inventory records for hardware, software, and licenses
Required competencies and certifications
Relevant IT experience including hands-on hardware and software maintenance, installations, and network infrastructure knowledge
Minimum 3-5 years of experience in IT Support or System/Network Administration roles
Proficient troubleshooting, problem-solving, and analytical skills applied to IT support contexts
Experience and knowledge in Wordpress, Outlook, Firewall, WAN, LAN, and wireless network technologies
Basic knowledge of Team Video Conferencing and Audio Conferencing tools
Bachelor's Degree in Computer Science or equivalent
