Source description
About the role
Determine problem definition, research and resolution of Level 1 complexity and assists with Level 2.
Coordinate problem-handling process for the information technology department
Manage and update pending user’s requests using help-desk tracking system
Escalate issues based on complexity and priority
Perform administrative tasks involved with creation, deletion and changes in user’s network accounts
Provide feedback to the team leader on key issues that affect IT services availability
Advise users on system outages
Be available for after-hours support/on-call when required
Assist network/system engineers (when needed) with maintenance and troubleshooting by providing local on-site presence with direction from the engineers
Install, configure and troubleshoot the following software products; Microsoft (MS) Office Suite, MS Windows 7/10, MS Active Directory, Email/O365, Anti-Virus products, Anti-SPAM products, and Remote Access methods (RDP, LogMeIn Rescue)
Administer Microsoft Active Directory, Office365, S2 Security, and AWS Connect call-system
Troubleshoot network and voice connectivity issues (with guidance from engineers)
Troubleshoot printer and copier connectivity issues as well as monitor toner levels
Configure and troubleshoot mobile devices, iPhone, Android
Foster a positive team environment
Ensure confidentiality of internal and external data
Perform ad-hoc projects and other duties as assigned