Summary:

• Manage the IT infrastructure which consists of providing support to hardware, servers, network and telephony systems.

Responsibilities:

1. Troubleshooting and providing 1st level support to hardware such as laptops, desktops, printers, servers, network, firewall, backup, telephony systems including software such as application utility/productivity tools for the company.
2. Perform system patches and upgrade as needed for the different hardware and software, including servers’ operating systems (OS) and tools
3. Manage the incoming tickets and ensure they are prioritized, assigned, tracked and completed according to Service Level Agreement (SLA) and KPI
4. Coordinate with vendors on 2nd level support requirements to ensure services are rendered and closed according to SLA and KPI
5. Educate end-users in the company on the proper usage of hardware and software
6. Setting up and maintaining staff’s email and/or active directory (AD) including productivity tools such as Google Workspace suite of the company
7. Ensure IT infrastructure usages are adhering to IT Policies of the company to ensure compliance is achieved
8. Administer the ticketing system adopted by the company
9. Provide management reporting on the ticket trending and provide insights for continuous process improvement
10. Maintain cyber-security best practices