Source description
About the role
Key Responsibilities: - System Administration & Troubleshooting: - Perform hands-on troubleshooting and provide support for Windows, Mac, and Linux operating systems. - Identify and resolve hardware, software, and network issues in a timely manner. - Maintain system security, performance, and stability by applying updates, patches, and performing diagnostics. - Asset Management - Manage IT hardware and software inventory using asset management systems. - Track and assign assets to employees, ensuring compliance with internal policies and procedures. - Maintain records of system configurations, hardware warranties, and lifecycle management. - Onboarding & Offboarding: - Manage and execute the process of setting up recent laptops and desktops, including installation of necessary software and network configurations. - Conduct employee onboarding/offboarding by creating user accounts, providing IT equipment, configuring access permissions, and ensuring proper security measures are in place. - Ticket Management & SLA Compliance: - Respond to, prioritize, and resolve IT support tickets in accordance with defined SLAs (Service Level Agreements). - Track and manage tickets from submission to resolution, ensuring timely and effective problem-solving. - Regularly update ticket statuses, ensuring accurate documentation and communication with end users. - Proactively escalate issues that cannot be resolved within SLA to appropriate resources. - User Support - Provide excellent end-user support via phone, email, and remote tools. - Educate users on best practices for system usage, security policies, and software tools. - Collaboration & Reporting: - Work with other IT team members to resolve complex issues and improve infrastructure performance. - Regularly report on ticket volume, resolution times, asset status, incident resolutions, and system health. - Experience - Minimum of 2 years experience in systems engineering, IT support, or a related role. - Hands-on experience troubleshooting and supporting Windows, Mac, and Linux systems. - Familiarity with ITIL framework and processes, particularly Incident, Change, and Asset Management. - Experience with managing hardware and software inventories and IT asset tracking tools. - Proficient in using IT service management tools (e.g., Manage Engine Service Desk Plus, JIRA, Freshservice) to track and manage tickets. - Skills & Knowledge: - Proficient in configuring, deploying, and maintaining Windows, Mac, and Linux environments. - Strong troubleshooting and diagnostic skills across multiple platforms. - Ability to manage and resolve support tickets within SLAs. - Familiarity with remote support tools, ticketing systems, and asset management software. - Knowledge of network configurations, VPN, and connectivity troubleshooting. - Ability to manage and prioritize multiple tasks effectively in a fast-paced environment. .