Job Responsibility

• Respond to troubleshooting issues raised by end users and understand the issues/technical problems and resolve the issues within stipulated timelines.
• Coordinate with the vendors to understand the nature of the problem, and the resolution to be provided and communicate the same to the end-users along with the expected resolution time.
• Maintain documentation for troubleshooting calls, and document problems and solutions implemented for future reference.
• Analyze issue resolution to identify common trends, conduct root cause analysis and resolve repeating issues.
• Configure/ install hardware, peripherals, and software applications in accordance with project / operational requirements.
• Ensure security applications such as endpoint protection products and operating system updates are updated/renewed in all computers and security best practices are followed.
• Schedule daily operations such as backup, file archive, etc., and execute the jobs as per the schedule.
• Track employee exits and ensure that IT assets allotted are collected back, check the condition of assets, and provide inputs on recoveries, etc.
• Create, modify, and delete user accounts as per the request and approval from respective stakeholders.
• Ensure the business users are trained /upskilled to resolve their own issues such that they are efficient and effective and also the support requests are reduced.
• Carry out improvement activities for increased efficiency, including root cause analysis, corrective/preventive actions, etc.
• Update the asset inventory periodically and keep track of hardware inventory and device allotments. 

Job Duties

Requirements

• Ability to manage Windows active directory, DNS, DHCP, and file servers.
• Understanding of virtualization platforms and cloud hosting.
• Experience in handling networking devices including Cisco switches, Mikrotik routers, Unifi access points
• Basic knowledge of help desk systems and ITIL framework

Qualifications

• 2 to 3 years of experience in a job related to ICT help desk support, handling daily operations of an ICT function, or coordinating ICT services and projects.
• Experience in handling a help desk system will be an added advantage.
• A bachelor’s degree/ diploma in ICT and professional qualification in information.
• technology such as CCNA, MCP, MCSA, MCSE, and RHCSA.
• Behavioral competencies.
• Communication.
• Teamwork and collaboration.
• Client orientation.