Technical Support Engineer
CurrentOnboarding/Offboarding of User Accounts- Manage the creation and deletion of user accounts in various systems.- Coordinate with department heads to ensure access levels meet organizational needs.- Conduct training sessions for new users on system usage and security protocols.- Reduced account setup time by 30% through streamlined processes.Provide Support to All Staff Across Locations- Serve as the primary point of contact for technical support requests.- Develop and maintain support documentation and FAQs for common issues.- Schedule and conduct regular training sessions on software and tools.- Implemented a feedback loop that improved support processes.Triage Tickets in JIRA Service Desk- Monitor incoming tickets and prioritize based on urgency and impact.- Collaborate with IT and non-IT teams to address and resolve issues within SLA.- Document resolution steps for future reference and knowledge sharing.- Created an automation for quick replies and ticket management.Keeping Policies, Documents, Guides Updated- Regularly review and revise internal policies and procedures.- Ensure all documentation is accessible and user-friendly for staff.Provide Onsite/Remote Support and Maintenance- Deliver technical support for hardware, software, and network issues.- Conduct regular maintenance checks and updates on IT equipment.- Assist in the deployment of new hardware and software solutions.- Reduced equipment downtime by implementing proactive maintenance protocols.Inventory and Asset Accountability Documentation- Maintain accurate records of all hardware and software assets.- Conduct regular audits to ensure inventory accuracy.- Process hardware requests and disposals in compliance with policies.Vendor Management of Hardware and Software Requirements- Establish and maintain relationships with vendors for hardware and software procurement.- Monitor vendor performance and compliance with service agreements.
