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Technical support (AD & Network Basic)
Perydot
posted 2mon ago
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Key skills for the job
Job Description
Possess in-depth knowledge of IT infrastructure issues affecting end users.
Ensure all user tickets are recorded in the IT Service Desk ticketing system.
Collaborate with internal and external IT resources, including L1 Engineers and third-party contractual IT Engineers.
Have a good understanding of ITIL processes.
Follow and implement service/incident/change management activities.
Create and maintain a knowledge database for end users and IT colleagues to prevent recurring issues.
Provide training to IT team members as needed.
Manage IT hardware and software inventory across all locations, with support from L1 Engineers.
Maintain records of IT AMCs (Annual Maintenance Contracts) and services .
Maintain necessary documentation of IT infrastructure equipment s as needed.
Escalate issues to senior IT management if unresolved within the defined SLA (Service Level Agreement).
Ensure backup and restoration procedures are followed by L1 Engineers at regular intervals.
Qualifications:
Proven experience in managing IT support operations.
In-depth knowledge of IT infrastructure and end-user issues.
Strong understanding of ITIL processes.
Excellent incident management and problem-solving skills.
Ability to create and manage a knowledge database.
Experience in providing training to staff.
Proficiency in managing IT hardware and software inventory.
Familiar in maintaining IT infrastructure documentation.
Strong escalation management abilities.
Knowledge of backup and restoration procedures.
Skills:
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Proactive approach to problem-solving.
Ability to work collaboratively with a diverse team.
Attention to detail and commitment to quality.
Education and Experience:
Bachelor s degree in Information Technology, Computer Science, or a related field.
Employment Type: Full Time, Permanent
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