1. Network Troubleshooting: Identifies and resolves network issues related to voice, data, and internet services, ensuring minimal downtime for users.2. Configuration and Maintenance: Installs, configures, and maintains telecommunication systems, such as routers, switches, and PBX systems, to ensure seamless communication.3. Monitoring and Performance Optimization: Monitors network performance, identifies bottlenecks, and implements optimizations to improve efficiency and speed.4. Technical Support: Provides technical assistance and guidance to clients or internal teams, addressing hardware, software, and connectivity issues.5. System Upgrades and Patch Management: Ensures telecom systems are up-to-date with the latest patches and upgrades to mitigate vulnerabilities and enhance functionality.6. Documentation: Maintains detailed documentation of network configurations, troubleshooting steps, and system performance for future reference and compliance.7. Collaboration with Vendors and Teams: Works closely with vendors and cross-functional teams to resolve complex issues, manage service-level agreements (SLAs), and ensure project deliverables are met.

• Remote technical troubleshooting• Support tickets handling• Provide support to customers in the UK (mostly), US, Canada & Australia• Handle customer queries and provide the necessary guidance and help via call/emails and perform installations or help/train customers on software• Liaison with the Product Development team for any issues• Troubleshooting system and diagnosing and solving hardware or software faults• Help prospects in resolving their issues

• Diagnose and troubleshoot assigned technical issues.• Research, identify and implement solutions to software and hardware issues.• Taking ownership of customer issues reported/ assigned and seeing problems through to timely resolution.• Ask targeted questions from the clients to quickly understand the root of the problem. • Provide prompt and accurate feedback to customers.• Follow up with clients to ensure their IT systems are fully functional after troubleshooting.• Prioritize and manage several open issues simultaneously.• Liaise with vendors and other IT personnel for problem resolution.• Properly escalate unresolved issues to appropriate internal stakeholders.• Refer to internal databases or external resources to provide accurate tech solutions.• Document technical knowledge in the company’s portal.• Maintain jovial relationships with clients.

• Overseeing the development and installation of new networking and computing infrastructures.• Selecting the best possible solutions using knowledge of a wide range of available technologies.• Monitoring systems in the existing network to ensure there are no productivity setbacks.• Installing and configuring operating systems and application software.• Implementing best practices for system security and data backups.

• Perform a variety of computer operations.• Respond to company needs such as hardware and software issues.• Computer and software training.• Perform data analysis on various data types and from innumerable sources.• Create clear, concise, yet in-depth step-by-step instructions regarding a variety of different items.• Coordinate with other Support Technicians to allow for greater efficiency in completing tasks and resolving support tickets.