Responsibilities
- Acts as the first point of contact for users needing help with technical issues in networking, collaboration platforms, and end-user computing.
- Delivers timely troubleshooting and resolution for network-related problems, including connectivity, DNS, DHCP, IP addressing, wireless access, and network device configurations.
- Handles issues related to collaboration technologies such as email, video conferencing, instant messaging, and file-sharing applications.
- Resolves problems with desktop and laptop systems, operating systems, software, printers, and mobile devices.
- Uses diagnostic tools, remote access software, and technical methods to identify and fix issues across multiple IT domains.
- Follows defined processes and best practices to ensure fast and accurate solutions for user inquiries.
- Records all service requests, incidents, and resolution steps in the ticketing system with clear and complete details.
- Escalates unresolved or complex cases to higher-tier engineers or specialized teams with full context and analysis.
- Works closely with networking, collaboration, and end-user computing teams to solve interconnected technical problems.
- Performs regular monitoring, maintenance, patching, and updates on network systems and collaboration platforms.
- Supports the creation and upkeep of knowledge base articles, troubleshooting guides, and standard procedures to improve support efficiency.
- Stays informed about advancements in technology, industry trends, and best practices in IT support domains.
- Complies with IT service management standards, including incident, problem, and change management workflows.
Work Arrangement
Hybrid
Workplace type
Hybrid Working
Equal Opportunity Employer
Committed to maintaining a workplace free from unfair discrimination and harassment.
Non-discrimination policy
Age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
