* Provide technical support to end users and clients, resolving technical issues escalated from the 1st line support team, and ensuring that service levels are maintained.
* Work closely with clients to troubleshoot issues and identify root causes, providing guidance and expertise to resolve problems.
* Create and maintain technical documentation, including technical diagrams, procedures, and knowledge articles.
* Assist with technical escalation management and provide guidance and support to junior support team members.
* Troubleshoot and resolve hardware and software issues on workstations, laptops, and mobile devices.
* Perform routine maintenance and updates to operating systems, applications, and anti-virus software.
* Ensure compliance with IT policies, procedures, and security standards.
* Attend customer sites to perform maintenance checks and various IT Installations.
Skills Desired:
* Excellent knowledge of desktop and laptop hardware, operating systems (Windows, Mac OS, Linux) and software applications.
* Strong knowledge of networking concepts such as TCP/IP, DHCP, DNS, and VPN.
* Experience in diagnosing and resolving technical issues related to desktops, laptops, mobile devices, and peripherals.
* Familiarity with Active Directory and user account management.
* Knowledge of basic server administration tasks such as user management, file shares, and security.