IT Technical Support Administrator

Job Description

Key Responsibilities:

• Ensure incoming incidents are categorized, logged and resolved in a timely fashion and within the agreed SL to ensure meeting/exceeding the targets of the KPIs and aiming at the client satisfaction and avoid receiving any negative feedback. 
• Resolve software and hardware inquires and install, maintain, troubleshoot, support and repair desktop/laptop hardware and software. 
• Identify and publish internal solutions to solve problems and troubleshoot system and network problems and diagnose and solve network hardware/software faults and collect information/DB about nodes for future use; installing network devices. 
• Initiate/Manage user accounts across multiple systems including the email accounts and troubleshot/resolve profile issue for the operations agents only. 
• Work on the backup servers/recovery systems in order to restore any missing data when it is crucial and importantly required for continuing the business. 
• Assist users with wireless and remote access. 
• Handle all AVAYA issues including upgrading AVAYA firmware and configuring AVAYA [hardware/software] platforms to open the communication channel in between the client and the internal scope. 
• Assist in selecting and deploying new technology to support organizational goals and objectives.  Proactively monitor the performance of the machines and ensure that all of them are properly operating and ready for service; or should perform direct maintenance if failure was figured out.  Handle operating system installation and ensure the system is configured based the client requirement. 
• Support business needed applications and escalate issues to the second line resolver group if not fixed. 
• Monitor infrastructure and conducts frequent health check up on computer hardware/software and execute preventive maintenance plans

Job Requirements

• Interpersonal Skills: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity.
• 1 year of experience