Sr. Technical Support (IT Operations)

Job Description / Dimension & scope

Requires Knowledge and experience in own discipline, Still acquiring Higher level knowledge and skills · Analyzes possible solutions using standard procedures and principles · Builds knowledge of the organization, processes, and customers · Solves a range of straightforward problems · Receives a moderate level of guidance and direction from others

1) Completes work with limited degree of supervision· Likely to act as an informal resource for colleagues with less experience· Responsible for daily production work tasks and provides advanced system-level support of multi-user operating systems, hardware and software tools, including installation, configuration, maintenance, and support of these systems. 

2) Requires fundamental knowledge of basic troubleshooting of desktops, phones and computer related accessories.

3) Requires intermediate knowledge for hardware and software troubleshooting.

2) Demonstrates excellent knowledge of systems analysis for hardware and software.

3) May recommend process improvement.

Principal Duties and Responsibilities:

1.    Ensure improved response and resolution to Incident and Service Requests raised by users within SLA

2.    Support IT workgroups, Situation Management on Break fix as well as provide proactive approach to infrastructure checks to ensure 99.2% uptime

3.      Implementation of Client specific and Organizational IT security policies

4.    Function as second-tier support for systems software, with escalation to internal resources for hardware and software issue resolution.

5.      Ensure regular meeting with Customers to understand needs and devise solutions in accordance.

6.    Performs site maintenance checklist to ensure information security compliance.

7.    Review, analyze and escalate issues with the updating of antivirus definition and Microsoft patches on all systems.

8.    Performs backup, data recovery and Offsite Tape movement for the onsite servers.

9.    Ensure that Inventory data is available real-time. SOH is ordered in advance.

10.  Support site manager in roster and act as a backup in his absence.

11.  Support Site Manager on Purchases and Bill payments.

12.  Ensure participation on EDR calls, provisioning of checklist and working with team and Site manager to ensure on time Project delivery

Candidate Profile

Technical:

1) Technical Support Agility

2) Computer System Literacy

3) Application Software Support & Mgmt.

4) Operating System Support & Mgmt.

5) Enterprise Application Support & Mgmt.

6) Network/Telecom Support

7) Competent Call Center Applications Literacy

Core and Leadership:

1) Strong Character Ethic

2) Effective Communication

3) Client Relationship Management

4) Team Player

5) Managing Self Performance

6) Developing Self and Others

7) Problem Solving, etc