- Linux Operating Systems and Desktop Support : Offer expert-level remote support for Linux operating systems and desktops. Diagnose and resolve issues related to software, hardware, and configurations using remote tools and technologies.
- VPN Issues and Support : Manage and support VPN access for remote users, troubleshoot connectivity issues, and ensure secure and stable VPN operations.
- Firewall Understanding and Configuration : Understand and configure firewalls to ensure network security. Manage firewall settings to optimize performance and security.
- Root Cause Analysis : Perform detailed root cause analysis for recurring or significant incidents. Implement preventive measures to reduce future occurrences.
- User and Password Management : Manage user accounts and password policies. Assist users with password resets and account access issues.
- Basic Network Troubleshooting : Diagnose and resolve basic network issues related to TCP/IP, DNS, DHCP, and other networking protocols. Ensure reliable network connectivity for all users.
- Software Upgrade : Manage and support all software patches release and update.
- IT Security : Understanding of latest cyber security policies.
- Incident Ticket Management : Efficiently manage and prioritize incident tickets. Ensure timely resolution of issues and communicate effectively with stakeholders throughout the process.
- Service Case Management : Effectively and efficiently document processes, manage all assigned cases and ensure timely closure of assigned cases.
- Customer Service Excellence : Deliver outstanding customer service, maintain professionalism, and ensure customer satisfaction in every interaction.
- Effective Remote Communication : Maintain clear and effective communication with users and team members, providing remote support and guidance to resolve issues swiftly and satisfactorily.
- Responsible for communicating business related issues or opportunities to next management level.
- Performs other duties assigned as needed.
Our Needs
Here s what we ll need from you:
- Bachelor s Degree or above.
- Minimum of 3+ years experience in similar role supporting IT systems.
- Medical Device industry or medical field is a plus.
- Proven experience in IT support, with a strong focus on Linux, networking, and security.
- In-depth knowledge of Linux operating systems, desktop environments, and troubleshooting techniques.
- Experience with VPN setup, troubleshooting, and management.
- Understanding of firewalls, including configuration and management.
- Familiarity with incident ticket management systems and processes.
- Familiarity with SalesForce (SFDC) service delivery system.
- Ability to conduct thorough root cause analysis and implement effective solutions.
- Strong analytical and problem-solving skills, with a keen attention to detail.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Relevant certifications (e.g., CompTIA A+, Network+, Linux+, Security+) are preferred.
- A degree in Information Technology, Computer Science, or a related field is advantageous.
- Ability to work effectively in a fast-paced and dynamic environment.
