Guided, educated and supported 100+ customers in the deployment and maintenance of computer infrastructure, diagnosis and resolution of technical problems and issues.Determines software and hardware requirements to provide solutions to problems and responds to queries on software and hardware problems.Implements computer networks, designs and sets up the workplace environment.Repairs/replaces peripheral equipment such as desktops, monitors and modems.

Provide second-level contact for users via phone, email and ticketing system, and interact with customers, keeping them up to date with status and progress.Diagnose, investigate, and resolve Incidents relating to in-scope IT services with fast responses, and escalate Incidents to in-house specialist support or external vendors, according to documented criteria.Monitor the status and progress toward fulfilment of assigned Service Requests, liaising between customers, other areas of Technology Services and external vendors.Deploying, maintaining and supporting desktop/laptop and tablet hardware, printers, mobile devices, and devices related to dictation and audio transcription.

Participate in the deployment, maintenance and improvement of the Department’s standardized ICT systems.Attending to client IT requests in a professional and courteous manner ensuring that all requests are answered and processed in accordance with quality service levels and industry best practices.Support video conferencing and audio-visual technologies and communicate effectively with key stakeholders.Provide first-line technical support to end-users via various channels such as in-person, phone, email, or chat. Perform Level 2 IT helpdesk duties.

Dealt with real-time data processing and serverless architectures in an agile environment to support clients.Processed high-volume field data in applications including infrastructure and utility management. Provided reliable testing results to clients. Gave suitable suggestions based on the client's requirements to achieve efficient delivery of the project.Worked in an integrated team and was responsible for task management and release cycle testing on-site for the clients. Managed relationships between the client and the development team.

Participate in the troubleshooting and resolution of service tickets to meet client demands from calls, emails and ticketing systems.End-to-end responsibility of closeout of all faults and issues during shift or detailed handover to subsequent staff.Providing hybrid support for clients' IT issues and escalating complex issues to senior IT staff when necessary.Providing level 1-2 support, including day-to-day IT support, Helpdesk functions, assigned technology projects, and assisting others when needed.

Respond to IT inquiries, offer prompt resolution, and escalate as necessary.Troubleshoot and fix technical issues, escalating complicated challenges.Maintain, manage and regularly upgrade end-user equipment.