· Respond to end users through various channels (phone, self-service, chat, email)· Communicate directly with end users to answer questions· Resolve application support issues (case unlocks, resets, activity removal)· Triage, diagnose, and troubleshoot support requests· Perform root-cause analysis using remote support toolset· Update tickets with technical information, troubleshooting steps, and status updates· Address individual ticket assignments within agreed Service Level Targets (SLTs) and Service Level Agreements (SLAs)· Perform password resets· Conduct MFA credential resets· Perform other user account maintenance tasks in Azure or Active Directory· Remotely restart end-user PCs· Utilize defined application and service templates to capture required information

- Troubleshooting network and end user connectivity issues.- Responding to emergency on-site dispatches.- Installing Cat5/Cat6 cables.- Providing desktop and server support.- Resolving networking issues.- Supporting and installing VOIP phones. Responsibilities include:- Providing service and customer support during field visits or dispatches.- Managing on-site installation, repair, maintenance, and testing tasks.- Diagnosing errors or technical problems and finding appropriate solutions.- Generating timely and detailed service reports.- Following the company's procedures and protocols.- Collaborating with different client NOC support teams to resolve issues and update reporting on changes made at client sites.

Lvl2 Work in collaboration with the all IT teams and the SOS users to establish the requirements for building, deploying and maintain effective, reliable and secure end user device solutions. Design, test, deploy, and support a standardized desktop and laptop image consisting of the operating system and all supported applications Identify and organize day-to-day operation and maintenance tasks to ensure a secure a reliable computing environment Ensure desktop security, including data integrity, file encryption and related hardware/software is in compliance with company policies

Manages the onsite delivering of software services, installation and configuration for customer environments. The job solves various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Applies basic knowledge of the job skills and company policies and procedures to complete a variety of assignments/tasks. Good understanding of the general/technical aspects of the job. Organizes own tasks and receives general instructions on all work.