1. IT Operations & End User Support
- Lead daily IT operational support across enterprise users.
- Ensure high availability of IT services through proactive monitoring and incident management.
- Own ServiceNow ticket quality, KPI reporting, and operational excellence.
- Act as escalation point for Level 1 and Level 2 support teams.
Primary responsibilities include:
- Incident Management
- Problem Management
- Service Request Management
- Knowledge Management
- User Experience Improvement
2. Windows, Linux & Enterprise Infrastructure Administration
Strong administration experience in:
Responsible for:
- Server administration
- System installation & configuration
- Patch management
- System upgrades
- Performance monitoring
- Capacity planning
- System troubleshooting
3. Enterprise Collaboration & Video Conferencing
One of the largest portions of the role.
Hands-on administration of:
- Microsoft Teams Rooms
- Cisco Video Conferencing
- Poly
- Zoom
- WebEx
- Pexip/CVI
- Qumu
Responsibilities:
- Conference room deployment
- AV equipment installation
- Endpoint configuration
- Live event support
- Town Hall production
- Executive meeting support
- Streaming services
4. Audio Visual (AV) Infrastructure
Strong experience with:
- Cameras
- Microphones
- Audio mixers
- Video switchers
- Projectors
- Displays
- AV Control Systems
Able to:
- Install
- Configure
- Troubleshoot
- Maintain
- Upgrade AV environments
5. IT Service Management (ITSM)
Experience using:
Knowledge of:
- SLA management
- Incident lifecycle
- Problem management
- Change management
- Knowledge articles
- KPI reporting
