IT Executive

Roles and Responsibilities of an L2 IT Executive:

Helpdesk Support

Serve as the first point of contact for employees or customers seeking technical assistance via phone, email, or ticketing systems.

Troubleshoot and resolve basic IT issues such as login problems, software malfunctions, and network connectivity issues.

Provide guidance and support for general IT-related questions, directing users to appropriate resources when necessary.

Incident Management

Log and categorize support requests in the Orion (Ticketing System) IT Service Management (ITSM) system.

Prioritize and escalate unresolved issues to the next level within the team, ensuring timely resolution of critical issues.

Provide regular updates to end users regarding the status of their requests, including any steps taken and expected resolution times.

Hardware and Software Support

Assist users with the installation, configuration, and basic troubleshooting of hardware such as computers, printers, and other peripherals.

Install and configure software applications, including operating systems, productivity tools, and antivirus software.

Support mobile devices, laptops, and desktops, ensuring optimal setup and functionality.

Account Management

Assist with user account creation, password resets, and permissions changes in alignment with organizational policies.

Ensure compliance with organizational security policies, including enforcing password complexity and account lockout policies.

Maintain user access to essential resources as per policy, including network drives, email systems, and applications.

Network Support

Troubleshoot network connectivity issues such as Wi-Fi, VPN, and LAN problems.

Ensure devices are connected to the correct network, addressing issues related to IP configurations, DNS settings, and network access.

Provide support to users to ensure their network connectivity remains stable and secure.

Documentation in Orion (Ticketing System)

Maintain accurate and up-to-date records of all IT issues, resolutions, and user interactions in the ticketing system.

Update and create knowledge base articles, user guides, and FAQs to help employees troubleshoot common problems independently.

Document hardware allocations, software installations, and any configuration changes for future reference.

IT Assets/Applications Management

Track and manage IT assets (computers, phones, peripherals, etc.), ensuring proper documentation of hardware allocations, returns, and repairs.

Maintain records of software licenses, ensuring compliance with licensing agreements.

User Training

Provide basic training to end-users on common IT tools and software, including how to use specific systems, perform password resets, and access network drives.

Educate employees on IT security best practices, such as how to avoid phishing scams, maintain system security, and manage their digital identity.

Software Updates and Patches

Ensure that operating systems and software applications are up to date with the latest patches and security updates.

Assist in the deployment of system updates and upgrades, ensuring minimal disruption to end users.

Report on the status of pending software updates, addressing any issues during the update process.

Monitor logs and alerts to identify potential issues before they impact operations.

Remote Support

Provide remote troubleshooting and support to users in different locations or offices.

Use remote desktop tools and systems to diagnose and resolve user issues effectively without the need for physical presence.

Maintain a high level of support even when assisting remote or off-site users.

Collaboration with Other Support Teams

Work closely with System Engineering and Network Operations teams to escalate complex issues that require specialized expertise.

Collaborate with your leads/manager to identify recurring technical issues, share knowledge, and suggest process improvements.

Participate in regular team meetings to discuss ongoing challenges, improvement areas, and best practices.

Customer Service

Provide excellent customer service and maintain professionalism when dealing with end users.

Manage user expectations by providing clear communication about issue resolutions and timelines, ensuring transparency and satisfaction.

Be proactive in addressing any concerns or frustrations users may have, offering solutions or alternative options.

Onboarding (New Joinee)

Assist new employees in setting up their workstations, including logging into systems and configuring their computers, email accounts, and necessary applications.

Ensure that all required hardware (laptop, desktop, peripherals) and software are in place before the new joiner's first day.

Walk new employees through essential IT systems, including VPN, email, intranet access, company-specific software, internal tools, and security practices during new joinee inductions.

Offboarding (EDP - Employee Departure Process)

Assist with the offboarding process, including the retrieval of IT assets such as laptops, phones, and other peripherals.

Ensure that user accounts are deactivated, and all access to company systems (email, VPN, etc.) is revoked according to company security policies.

Perform data backup and transfer (if necessary) and ensure that sensitive information is handled in compliance with privacy and security guidelines.

Document the offboarding process and confirm the return of IT assets in the system for inventory and auditing purposes.

Meeting Room Setup

Regularly check the meeting rooms to ensure that all meeting room equipment (projectors, screens, microphones, conference phones, etc.) is in working order.

Assist in setting up meeting rooms with the required equipment and ensure that all necessary hardware is functional before meetings begin.

Troubleshoot and resolve any issues related to meeting room technology/equipments, ensuring seamless communication during meetings.

Maintain and update documentation related to the equipment and setup requirements for different types of meetings.

Event Setup

Provide IT support for internal and external events, including setting up necessary hardware, software, and network access.

Assist with the setup of presentation systems, sound systems, and video conferencing tools as required by the event organizers.

Troubleshoot any technical issues during events and ensure the smooth functioning of all IT systems involved.

Collaborate with event organizers to ensure that all IT needs are met, and ensure adequate equipment is available for attendees.

Project Support

Participate in IT infrastructure and deployment projects, including assisting with rollouts of new systems or upgrades.

Help test and document system upgrades or changes to ensure smooth transitions.

Escalation Management

Address and resolve issues escalated from L1 support that require advanced troubleshooting.

Collaborate with L1 teams to identify gaps in knowledge or recurring issues and suggest process improvements.

Escalate unresolved or complex issues to the L3 team with detailed logs and troubleshooting information.

Key Skills and Competencies:

Strong communication and customer service skills.

In-depth knowledge of IT hardware, software, and network systems.

Ability to troubleshoot and resolve issues effectively and efficiently.

Familiarity with ITSM tools, such as Orion (Ticketing System), for logging and managing support tickets.

Knowledge of basic IT security principles and best practices.

Ability to manage and track IT assets, including hardware and software.

Basic understanding of operating systems, including Windows, MacOS, and mobile platforms.

Ability to work effectively with other support teams and departments.