Provide technical onsite and remote support to a global customer base, troubleshooting a variety of IT infrastructure including servers, disks, network cards, and data communications equipment. Complete inventory of data center equipment amongst numerous customers to maintain an up-to-date database of in use and stored inventory. Act in accordance to local and global jurisdiction legislation while complying with legal obligations and company policies.

Oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. Also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.Secondary duties include implementation of organizational tools to increase the efficacy and speed of organizational processes to maintain ahead-of-the-curve levels of service. Also maintain current on-premise VoIP solution.

Ongoing role working with one of the top-level Network Security Architects to obtain and maintain knowledge regarding security best practices, networking management, and systems recovery and maintenance. Highlights:— Install and configure software and hardware— Manage network servers and technology tools— Set up accounts and workstations— Monitor performance and maintain systems according to requirements— Troubleshoot issues and outages— Ensure security through access controls, backups, and firewalls— Upgrade systems with new releases and models— Develop expertise to retain information to train on new technologies

Provide second-tier and higher support to organizations ranging from 1-100 employees. Support includes VoIP management, helpdesk support for workstations and servers (Apple and Windows), network management, hardware installation and management, and other software management (CoTS and in-house designed).

Provide all tier-level support to organizations ranging from 1-500 employees. Support includes VoIP management, helpdesk support for workstations and servers (Apple and Windows), network management, hardware installation and management, and other software management (CoTS and in-house designed).

Provide systems administration support for Windows systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration. Perform system backups and recovery procedures, closely following SOPs to ensure system security.