Expert Technical Support Professional
2 days ago
This role entails delivering advanced technical support, escalated troubleshooting, and maintaining operational continuity across systems, hardware, and software platforms.
The selected candidate will handle complex technical issues, perform root cause analysis, and implement permanent solutions to ensure seamless system operations.
Key Responsibilities:- Tier 2 Support & Troubleshooting: Resolve escalated issues from Tier 1 support, encompassing hardware, software, network, and application problems.
- Incident & Request Management: Manage and resolve incidents and service requests using IT Service Management tools, ensuring proper documentation, timely updates, and effective communication with stakeholders.
- Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software applications.
- Account & Access Management: Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
- System Maintenance: Perform regular system checks, software installations, updates, and patching to maintain compliance and system health.
- Knowledgebase & Documentation: Contribute to internal documentation and support knowledgebase articles to enhance resolution efficiency and promote self-service capabilities.
- Onboarding & Offboarding Support: Ensure smooth onboarding and offboarding processes by preparing devices, accounts, and resources, coordinating with HR and IT Asset Management for asset handling.
- Collaboration & Escalation: Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.
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