Network and Telecom Support:
- Configure and manage TCP/IP networks and resolve network-related issues for telecom systems and devices
- Monitor and troubleshoot network components, including hardware, software, and event logs
- Leverage network monitoring tools to ensure system health, focusing on service availability
Troubleshooting & Issue Resolution:
- Analyze and resolve issues via troubleshooting and communication with customers, escalating when needed
- Perform hardware and software diagnostics for desktop, laptop, PDAs, printers, and network equipment
- Coordinate with vendors/ISPs/carriers for support and follow-up on service issues
- Provide Level 1 support for incidents and service requests, managing and reducing ticket queues
Hardware & Software Management:
- Monitor system resources such as CPU, memory, and hard disk utilization to optimize performance
- Manage antivirus updates and patches across servers and desktops, ensuring compliance and security
- Track and manage assets for users, maintaining accurate records in databases and updating the CMDB
Backup & Reporting:
- Oversee daily, weekly, and monthly backup activities, ensuring proper execution and generating backup reports
- Generate regular reports for hardware, software installations, and system health
- Provide end-user training and support, particularly for new desktop setups and software installations
Process Compliance & Documentation:
- Ensure compliance with defined processes, following escalation matrices for efficient issue resolution
- Maintain detailed reports and shift handover documents to ensure smooth team transitions
- Constantly track tickets to ensure SLA adherence, escalating as necessary and closing tickets post-resolution
Asset & Inventory Management:
- Maintain the inventory of PC equipment and assist in asset management with the Asset Executive
- Focus on addressing issues reported by Power Users to improve operational efficiency
