• Proactively respond to incidents and technical service requests as they arise• Troubleshoot and resolve issues with laptops, desktops, virtual machines, VPN, mobility devicesand productivity software such as Microsoft O365, Zoom, BeyondTrust (Bomgar)• Diagnose hardware issues and replace faulty components• Troubleshoot and resolve issues related to software and hardware compatibility• Track requests, issues and solutions using ServiceNow• Take ownership of tickets and communicate progress with customers in a timely manner• Manage user and computer accounts using Microsoft Active Directory• Identifies technical issues and opportunities for improvement and provides resolutions by usingtools to research trends; analyzing data; and researching new technologies to improve tools used within the area.• Provides customer service and addresses customer issues by addressing complex or unresolved issues escalated from Operations Analysts; and providing expert advice or identifying key contacts to resolve the issue.• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.• Additional job responsibilities assigned by manager

• Accurately triage, diagnose, categorize, and identify business impact or urgency of the incidents logs and respond accordingly for all service requests.• Manage system monitoring alerts and dashboards to avoid or minimize duration of downtime.• Performs installations, trains, maintenance, troubleshoots and repairs of all desktop hardware/software technologies.• Provide onsite/remote support for walk-in at IT Help Desk for all software and hardware related technical issues. • Perform PC builds/reimages for new hires, refreshes and break-fix.• Provide onsite/remote desktop support & chats support.• Support commonly used device such as iPhone and androids along with MAC and windows. • Assist with onboarding and off-boarding process for new hires and departures. • Support MDM (mobile device management) and end-point security solution. • Troubleshoot network connectivity issues for end user both in the office and remotely. • Take complete ownership over specific activities while adapting to quickly changing priorities. • Uses corporate Incident Management System on ServiceNow to record and track all supported work.• Responds to incidents/requests within SLA, or within a timely manner with appropriate level of urgency and follows up with customers on all issues.• Escalates incident and questions to appropriate support groups when needed.• Disconnects, moves, and reconnects hardware technology for single user, multi-user and office moves when needed. • Maintains accurate hardware inventory using Asset Management System for all corporate assets status on ServiceNow.• Assist with the procurement of hardware and software.• Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.• Performs related duties as assigned by management.

• Actively monitor and triage the ticketing tool and the alert board to make sure the incoming requests are solved within the designated SLA.• Handle the ticket queue and prioritize them accordingly.• Provide comprehensive technical support to 3000 users on daily basis.• Acquire and maintain knowledge of IT policies and procedures via effective use of Knowledgebase.• Follow the standard operating procedure (SOP) to improve personal tech knowledge.• Troubleshoot hardware and software related problems faced by the customers to keep their network infrastructure running.• Resolve complex problems and provide support from various channels (phone calls, chat, tickets, emails, etc.)• Escalate any of the system or network error to reduce downtime.• Provision/Deactivate accounts on Domain.• Track software licensing count via Sherweb Admin Portal.• Hands-On working experience on Microsoft admin center (Exchange, SharePoint, OneDrive, Microsoft 365, Outlook, Teams.)• Troubleshooting and administration of windows-based applications, operations systems (Desktop and servers) and server roles (Print Server, File Server.)• Support VPN and remote desktop connection.• Support backup, disaster recovery, and business continuity solutions.• Actively monitoring the backup failures and connection error for the users from the remote management tool and quickly resolve it.• Complete the backup audits quarterly for managed clients and make sure that the data is being backed up and can safely recover them.• Recover and restore cloud to cloud backup for clients when needed from barracuda backup portal.• Work and follow up with the vendor when necessary.

• Provide daily support to the customers over the call including analyzing problems and solving the problem to return the systems to proper operation.• Provide white-glove support to the customers and help them setup modems and VOIP services.• Create emails for the clients and set up online accounts for the for their convenience. • Regulate NOC alerts and check for the outages, to resolve the modem connectivity.• Troubleshoot and resolve network issues via available tools and software, if necessary, escalate the problem to tier 2 network team and generate tickets if required.• Clear and strong communications with the user for proper support and ensure customer satisfaction.• Schedule an on-site technician visits if needed for repairs and replacement of the hardware.• Increase the personal tech knowledge by reading the training modules, operational manuals as well as seminars when possible.