IT Support TechniciansmartTLS (Remote Ala)Oct 1st 2020 to PresentPerform basic and moderately complex troubleshooting and repair activities, typically associated with an end-user environment, including but not limited to PCs, desktops, laptops, tablets, and printers.Manage ticket workflows, escalating unresolved issues promptly and maintaining hardware inventory records.Document and track colleague inquiries, ensuring timely and appropriate responses.Set clear expectations with colleagues and follow up to ensure their satisfaction.Implement approved operating system enhancements and recommend modifications to reduce problems.Provided first-level technical support in a remote env.Diagnose and resolve hardware and software issues, ensuring minimal downtime for users.Escalated complex technical issues to the appropriate IT teams for further resolution.Created and updated support documentation, including knowledge base articles and troubleshooting guides.Assisted in the installation, configuration, and maintenance of software applications and hardware components.Collaborated with cross-functional teams to implement system upgrades and enhancements.Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues..

Ensuring all Incidents/Requests are met within the agreed service targets. (SLA’s)Proactively monitors pending tickets and Performs installs, moves, adds and changes.Provides face to face end user support and troubleshoot issues for IT products and services.Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, and mobile devices.Performing asset inventory/stock related activities as needed.Taking ownership of issues through to resolution on all appropriate requests.Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.Recommends and / or performs upgrades on systems (EUC supported devices) to ensure longevity.Flexibility and teamwork and performs other duties as assigned by your Lead or Operations Manager.Provide On-call support if required outside business hours on a rotational basis 2.2 Health and Safety Responsibilities:Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etcDetailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security.Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.