Roles & Responsibilities:
End-User Support: Install, configure, and troubleshoot desktop systems, applications, and peripherals. Ensure proficiency in our core systems and applications, including Windows 10/11, Windows Server, Active Directory (AD), Microsoft 365, Fresh service ticketing, PDQ, NinjaRMM, Intune, and Autopilot.
Technical Troubleshooting: Identify and resolve hardware and software issues promptly and efficiently. Collaborate with the IT team to escalate and address complex problems.
System Maintenance: Conduct routine maintenance activities on desktop systems and associated hardware. Ensure antivirus and security software are up to date on all devices.
Software Deployment: Assist in the installation, configuration, and deployment of software applications. Provide support for software updates and patches.
Network Deployment: provide technical support and troubleshooting for network infrastructure, including routers, witches, firewalls, and access points. Monitor network performance and security, identifying and resolving issues in a timely manner.
User Training: Conduct user training sessions to enhance end-users' understanding of technology. Create and update user guides and documentation.
Asset Management: Maintain accurate records of IT assets, including desktops, laptops, and peripherals. Coordinate asset procurement, inventory management, and disposal.
Remote Support: Provide remote assistance to off-site users, ensuring consistent support quality.
Collaboration: Collaborate with other IT team members to address complex technical issues.
Work closely with IT leadership to implement and improve IT processes.
Qualifications:
61 Graduate of computer studies, networking, or related discipline
61 Minimum 8 years’ experience in a similar role
61 Proficiency in MS Office 365 (install, set-up and troubleshoot)
61 Rudimentary networking knowledge (DHCP, DNS)
61 Proven customer service experience
61 Experience with VMware or other hypervisors
Desired:
61 Knowledge of Microsoft Active Directory is preferred
61 Relevant certifications (e.g., CCNA, Fortinet NSE) are a plus.
61 Intermediate hardware & software troubleshooting skills in Microsoft Windows based environment is preferred.