Responsibilities
- Acts as the first contact for users needing technical help with network systems, collaboration platforms, and end-user devices.
- Delivers fast and effective troubleshooting for network-related incidents, including connectivity, DNS, DHCP, IP configuration, wireless access, and network device settings.
- Resolves issues with collaboration technologies such as email, video conferencing, instant messaging, and file-sharing applications.
- Handles technical problems related to operating systems, desktop hardware, 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 accurate and timely resolution of user issues.
- Records all service requests, incidents, and resolution steps in the ticketing system with clear and complete details.
- Routes unresolved or complex technical problems to higher-tier support teams with full context and analysis.
- Works with specialized IT teams to address cross-system issues and support end-to-end problem resolution.
- Tracks network performance, performs regular maintenance, and applies updates and patches to network and collaboration systems.
- Supports the creation and upkeep of knowledge base articles, troubleshooting references, and standard procedures for service desk use.
- Stays current with advancements in networking, collaboration tools, and end-user computing technologies to support continuous improvement.
- Complies with established IT service management standards, including incident, problem, and change control processes.
Work Arrangement
Hybrid
