• Oversee the day-to-day operations of the IT department • Manage and lead a team of IT professionals • Implement and maintain IT systems and infrastructure • Ensure the security of our IT systems and data • Evaluate and recommend new technology solutions • Collaborate with other departments to understand their technology needs • Develop and implement IT policies and procedures • Provide technical support to employees as needed

• First point of contact for all end user reporting technical issues over the phone, Chat or email or web.• Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees• Performing remote troubleshooting through diagnostic techniques and pertinent questions• Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures• Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements• Escalates, if needed, unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups• Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions• Advise users on appropriate course of action• Monitor issues from start to resolution• Responds to common requests for service by providing information to enable fulfilment. • Maintains records, informs users about the process and advises relevant persons of actions taken• Adhere to the documented policies and procedures• Pass on any feedback or suggestions by customers to the appropriate internal team• Engages other support teams or resources as & when appropriate to resolve tickets• Use appropriate classification for incidents and requests• Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation, or communication of status updates• Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines• Identify major incidents and invoke the major incident management process• Identify new issues and contribute to Knowledge Base development• Install, modify, and repair computer hardware and software

Shift Lead

• Setting up new users' accounts and profiles and dealing with password related issues.• Gathering customer’s information and determine the issue by evaluating and analyzing the symptoms.• Troubleshooting system and network problems.• Installing & configuring appropriate software’s.• Follow standard processes and procedure.• Identify and escalate priority issues per Client specifications.• Follow up and make scheduled call backs to customers where necessary.• Maintaining AHT as per project requirement.• Stay current with system information, changes and updates.• Manage and resolve customer complaints.• Document all call information according to standard operating procedures.• Route calls to appropriate resource.