Assist day to day Freshdesk ticketHandles calls, email, chat technical user inquiryMaintaining company asset management using SnipeConfiguring computer software, systems, printersPerform creation of account for new employeePerform Removal of user account during offboarding processPerform occasional database backup and restore.Monitoring and maintaining up-to date computer systemsTroubleshooting basic Network issuesResponding in a timely manner to service issues and requests through our ITSM portal (Freshdesk)Properly escalate unresolved issues to appropriate internal teams Research and identify solutions to both hardware and software issues including repairing and replacing equipment, as necessary.Testing new technologyAssist in sending out weekly and monthly reportingPerform monthly checks (Software Access Audit, cleaning up system, changing admin password)Create knowledge article for known issues and for end user use

• Provide technical support and assistance to customer using computer hardware, company provided phones, laptops, and software• Performs troubleshooting and conduct problem determination to identify problem source and resolve as possible• Support escalation process for business-critical applications• Answer incoming client and customer calls• Troubleshoot software and hardware issue via phone• Perform troubleshooting via remote if possible• Fully documents all cases in call and ticket tracking software and escalate to the appropriate group• Act as liaison between clients and other company IT organizational or external vendors• Escalate support call to supervisor as necessary• Citrix administrator• Reset different application password

• Provide 2nd level technical support to customers / users issues and/or inquiries ranging from hardware, application, system, telephony, network, Citrix, and other issues related to IT services.• Deployment of hardware (monitor, cpu, phones)• Perform data center and hub rooms monitoring of temperature, humidity and security.• Manages the anti-virus system of the company which not limited to the deployment of agent, system monitoring and maintaining a virus free system.• Performs application and system updates for desktop and laptop and keeps desktop and laptop images updated.• Assist in providing Compliance and IT operations artifacts from Visitor’s Log, Temperature and Humidity Monitoring, UPS Monitoring, CCTV Monitoring, and LAN Search.• Assist in the preparation of VM images and workstations for DR/BCP exercises and on actual DR/BCP exercise.• Active Directory management of computer organizational unit• Handle calls and email from end user and provide solutions.• Works with US and third party support in resolving user application / system issues• Avaya phone configuration• Handles Blackberry and IPhone, IPad configuration• VM Ware troubleshooting and creation• Cognos Support• Create strategic floor plans to monitor the 3 network connections when company switch to MPLS

• Data Search and Data Entry