Manage Tier-1 and 2 technical requests while designing optimized network solutions and leading system automation in a collaborative team environment.
Key responsibilities
- Handling daily Tier-1 and 2 technical requests on desktop support, data network and server management in Local Office.
- Designing and implementing new network solutions and/or improving the efficiency of current networks.
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Managing the in-house helpdesk ticketing system and responding to customer requests based on the Service Level Agreements and escalation matrix.
- Using automation tools/workflows to streamline repetitive tasks, monitor the systems and pushing security updates remotely or by working with local IT support
- Manage and control the deployment of desktop software applications
- Managing external vendors and coordinating IT procurements.
- Carrying out service performance reviews and generating monthly reports.
- Handling employee onboarding/offboarding processes.
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Ensuring adherence to security hygiene, access control policies, and IT governance standards.
Job qualifications and skill sets
- The candidate must possess at least a Diploma or bachelor’s degree in information technology, computer science or any technical discipline with at least 1 year experience being hands on.
- Experience in setting up Operating Systems on either Windows, Mac or Linux including upgrading and installing patches, setting up tools, managing firewalls etc.
- Experience with DLP policies
- Experience with Endpoint/Asset Management
- Experience with IT Ticketing Systems
- Experience in documenting processes and monitoring performance metrics.
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Experience in MDM platform.
- Experience with AD integration with a 3rd party platform is a plus.
- Excellent problem solving and analytical skills.
- An ideal candidate must be willing to look outside the box for solutions and should enjoy working with different tools.
- Able to work independently with minimal supervision
- Able to speak and discuss ideas in English
