• Fulfilling requests and resolving incidents within SLAs daily to ensure service-related issues are identified and resolved within established SLAs.• Manage and maintain backup systems, ensures backups are run as per schedule, validates backup jobs, reviews backup status, maintains records of success/failure of backups and restores, ensures retention requirements are met and performs file restores as and when required.• E-mail access and administration.• Coordinate problem resolution with user and engineering team.• Create a new user account in active directory and office 365.• Trouble Ticket Management (Handoff, aging, escalation).• Provide support for IT products and services. Support may include answering questions, troubleshooting problems, teaching or instructing employees regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and other network devices.• Trouble ticket transition (shift staff and other lines of responsibility).• Documentation and Reporting: Create and maintain documentation, including standard operating procedures (SOPs), technical guides, and reports, to ensure the accuracy and integrity of the Active Directory and Azure AD environments. Provide regular status updates and reports to IT management and stakeholders on the performance, security, and availability of Active Directory and Azure AD services.

Diagnose and resolve incidents and problems with equipment and software. Record all events/problems and their resolution in SNOW.Queue Management – Work within established Service Level Agreements (SLA) to ensure timely response to support issues. Follow established escalation process if needed.Collaborate in the FSO knowledge repository.Install, configure and/or update authorized software or firmware as per authorized standards.Assist in Hardware asset management. Warranty support for desktop and laptops.Follow company protocol in the disposal management. Install/reinstall image, rebuild laptops/desktops.Support authorized in-flight projects.Assist in the technology refresh process.Assist in Crisis response activities.Assist with hand-on training of new hires.Follow company logical and physical security protocol, to minimize risk to customer and company.Follow authorized workflow. Provide VIP/Executive support as outlines by customer. And other authorized tasks that fall within the work scope.

Support of Windows OS/Microsoft Office 365 Suite in an enterprise environment with direct interactions with the end user for (50) computersManage the deployment, monitoring, maintenance and support of all IT systems.Maintain, analyzes, troubleshoots, and repair computer systems, hardware, printers, laptops and computer peripherals.Document, maintain, upgrade and replace hardware and software systems.Wi-Fi and VPN connections; Support of wireless devicesCreation of Active Directory and User Accounts.Operating system and application security models including permissions and user access.Creation, management, and termination of user accounts in Active Directory.

• Supporting Systems and Network Administration Tasks.• Reporting to the Head of Application.• Provide Technical solution; Design, Implement, Document and manage the deployment of softwares,Antivirus, and other applications.• Daily support, backup, restore and adminstration of Active Directory• Creation of Active Directory User Accounts.• Creation and Managing of Exchange User Mailboxes• Responsible for ensuring of Availability of Systems to users.• Troubleshooting software and hardware products, repairs, memory upgrades software installation, configuration and support. Installing network printers, creating print queues and troubleshooting printing problems • Cyberoam Administration.

• setup, configure and add all hardware.• Maintain and upgrade database systems.• Identify user requirements and manage permission levels.• Hardware support comprises of installations, configuration, upgrading and troubleshooting of personal computer systems, peripherals, network printers and network adapters, SCSI cards, modem and various PCMCIA cards.• Supports and maintains user account information including rights, security and systems groups.

• Managing and maintaining the network infrastructure. • Experience doing break / fix repairs on desktops. • Setup and install new workstation(s) as needed or as assigned. • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.• ITIL, Software Release Management, and process improvement processes and practices with internal and external partners.• Partnering with senior members of the team to learn new skills, ask for help, and escalate.• Aptitude and ability to learn to adapt quickly to new technology and business requirements in a fast paced, dynamic global environment.• Training team members in formal and informal settings.