• Provide first-level and second-level technical support to internal customers, ensuring prompt resolution of incidents and service requests.• Respond to customer inquiries, troubleshooting hardware and software issues, and offering guidance to develop understanding of simple solutions.• Manage and prioritize requests and incidents, adhering to established service level agreements (SLAs) to ensure timely resolution.• Perform staff on-boarding and off-boarding processes.• Maintain regular communication with customers, IS team and resolver groups, providing transparency of operational targets and resolution timeframes.• Create and update knowledge base articles to support RAA staff, Service Desk Team and other resolver groups to enable self-service and efficient issue resolution.• Offer operational support for client devices, including laptops, desktops, printers, and peripherals, ensuring their smooth functioning.• Collaborate closely with team members, sharing knowledge and contributing to a positive and collaborative work environment.• Liaise with vendors, as required, to achieve problem resolution.• Application or software support for Citrix, Landscape, Genesys, ECR, SCCM, Active Directory, Landsweeper, Outlook, Teams and more• Demonstrate excellent customer service skills, effectively listening to customer needs, and providing clear and concise solutions.• Utilize strong problem-solving and troubleshooting abilities to identify root causes and implement appropriate resolutions.• Work within an ITIL-focused environment, adhering to ITIL processes and best practices for incident management, problem management, and change management.

• Serve as the first point of contact for any technical issue via phone, email, remote access and onsite.• Perform first-level diagnosis and troubleshooting support to end-users related to the computer hardware, software, mobile devices and products.• Actively responding to the tickets and perform troubleshooting and escalate the unsolved issue to Level 2 technical teams.• Ensure customer satisfaction through efficient call handling and communication.• Level 1 support of Microsoft systems including Active directory, Microsoft Exchange and Azure Active Directory.• Perform staff on-boarding and off-boarding process.• Technical Documentation / Managing Records and Information • Basic Microsoft 365 administration and mobile (IOT) device management • General IT support for ERP and corporate systems assisting users where necessary.• Liaise with vendors, as required, to achieve problem resolution.• Troubleshooting the printer and scanner related issue and installation of new printer.• Computer setup, update driver, installation of software and application to the end user.

• Build sustainable relationships and trust with customer through open and interactive communication• Supervising and managing a team of sales associates and other staff members to ensure that the store runs smoothly and efficiently.• Monitoring and analysing sales data to identify trends and make strategic decisions to improve performance.• Managing inventory levels and ordering stock as needed to meet customer demand.• Monitoring and addressing customer complaints or concerns and working to improve the overall customer experience.• Being responsible for store security, including loss prevention, access control and surveillance.• Maintaining a clean and organized store appearance and implementing visual merchandising strategies to promote products and drive sales.• Fulfillment of customer’s order and dispatching it with creating invoice• Handle customer complaints providing appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

• Performed test and analysis of 5 different tools: Wireshark, Nmap, Metasploit, Hydra Tool and Legion• Developed and execute software testing strategies including test schedule and functions to be tested and performed test across all test cycles, integration, verification, regression and validation• Ensured the test activities are performed and completed and gets the desired outcome and raised and retest defects when necessary• Captured and developed technical documentation• Contribute to process improvements within the team to ensure efficiency and consistency