Troubleshooting & Technical Support:
- Analyze and resolve service-related issues, gathering information from customers via chat or email for effective troubleshooting
- Troubleshoot and repair hardware and software problems on desktop and laptop computers, PDAs, printers, digital scanners, and other network equipment
- Report issues to vendors, ISPs, or carriers, and follow up on updates
- Escalate issues according to the escalation matrix and handle Level 1 incidents and service requests
Hardware & Software Management:
- Monitor CPU, memory, and hard disk utilization on systems
- Monitor the event viewer and generate reports for system issues
- Install/uninstall software and upgrade equipment when necessary
- Maintain asset management for issued hardware and update reports as needed
- Ensure anti-virus updates are applied to servers and desktops, and generate related reports
Backup & Reporting:
- Handle backup activities on a daily, weekly, and monthly basis
- Generate reports on all backup activities to ensure data integrity and security
Process Compliance & Ticket Management:
- Gather information from vendors and customers to update tickets according to the defined process
- Prepare shift handover reports with detailed action plans for existing tickets
- Ensure tickets are closed after communication with users/customers
- Track and monitor tickets for SLA adherence, escalating any deviations as per the process
- Maintain inventory and track PC equipment with the asset executive
Network & Telecom Monitoring:
- Configuring and managing TCP/IP networks for efficient connectivity and communication
- Monitor and troubleshoot network issues using tools like Eventlog
- Ensure smooth operation of telecom OSS/BSS systems for network monitoring
Compliance & Documentation:
- Follow defined processes for ticket updates, inventory management, and system maintenance
- Update Knowledge Base (KB) and Configuration Management Database (CMDB) as needed
