• Deliver frontline assistance for both hardware and software challenges through telephone or remote support promptly.

• Conduct root cause analysis for end-user issues.

• Escalate technical support concerns internally and externally with manufacturers such as Microsoft and Dell.

• Collaborate remotely with OEM support teams to facilitate and finalize repairs.

• Monitor client IT systems for Up/Down alerts.

• Respond to 'outage' incidents within the specified SLA.

• Execute Windows OS patching and security updates as assigned.

• Develop Technical Documentation and Knowledge Base articles for common troubleshooting and solutions.

• Carry out routine system testing with corresponding documentation.

• Perform regular audits for system access and monitoring applications.

• Participate in and contribute to weekly internal meetings.

• Establish quarterly ROCKs and meet deadlines for assigned tasks.

• Assist in monitoring security alerts and escalate as necessary.

• Support for business applications (Microsoft Office, Outlook, Office 365, Azure, etc.).

• Troubleshooting of Citrix/RDS and LAN/WAN connectivity issues.

• Administration of Active Directory and Microsoft Exchange Online.

• Experience in managing Windows Server and Hyper-V console.

• Familiarity with server virtualization technologies (VMware & Hyper-V).

• Experience in mobile device support (iOS & Android).

• Knowledge of ConnectWise Manage/Automate systems.

• Understanding of ITIL Support principles for Ticketing, Triage, and Problem Resolution.

• Basic knowledge of identifying phishing emails and related security alerts.

• HMO coverage from Day 1 + FREE dependent coverage.

• De minimis and allowances.

• Attendance bonus.

• Paid time off.

• Company-provided work setup (laptop, monitor, accessories).

• Opportunities for training, career growth, and global exposure.

• A collaborative and supportive team culture.

L2 Technical Support

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