Responsibilities• Act as the single point of contact to all incidents and service requests made by FEWA internal employees or outside Vendors and contractors through phone, email, web, visit, event monitoring tools or system logs.• ITSM (ITIL) and ISMS frame work compliance.• Classification, categorization and prioritization of incidents and problems.• Coordination between end user and concerned department.• First line support to maintain system availability as per SLA including: computer networks and LAN (wired, Wifi) troubleshooting and support, MS outlook, active directory. Cisco Unified Communications Manager for IP telephone configuration, troubleshooting and support.• Windows software for various windows versions (XP,Vista,7,8,10): MS office, Adobe software, Antivirus etc.• Network printers and scanners configuration and troubleshooting.• Performing remote troubleshooting through diagnostic techniques and pertinent questions • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.• Document issues, incidents, remedies and conversations via specialized helpdesk application(s) to create a log that can be referenced by other engineers and for training purposes.• Identify and suggest possible improvements on procedures.• Install, modify, and repair computer hardware and software.• Maintain inventory of all equipment, software and software licenses• Follow up with users to ensure issue has been resolved.

Responsibilities:• Receiving customer inquiries and providing relevant information and first resolution.• Troubleshooting internet and connectivity issues.• Microsoft Windows and Software application support and maintenance.• Microsoft Outlook support and troubleshooting.• Windows server and Active directory management.• Computer hardware support and maintenance.• Printer problems troubleshooting and hardware maintenance.• Direct any complaints, requests or issues to the correct department for quick resolution if such a resolution cannot be found at this level.• Logging calls and creating appropriate documentation through the ticketing system.• Weekly presentations for management concerning important updates.

Responsibilities:• Managing Microsoft Windows Server, Active directory and Exchange servers.• Installing updates for Windows and other software while maintaining the availability of services.• Creating reports and maintaining sufficient documentation of the environment.• Implementing ITIL guidelines regarding Incident Management and Change management.• Responsible of the configuration of different types of routing protocols such as RIP, EIGRP and OSPF and their coexistence.• Responsible for configuring and troubleshooting Cisco switches.• Responsible of different types of switches protocols such as Vlans, Etherchannels, port security.• Scheduled backup of the network devices.• IP addresses assignment and topology documentation. • Network availability and Bandwidth reports..