Project Assistance: Support various projects including customer onboarding, Office 365 migrations, email migrations, and solutions architecture.Client Interaction: Serve as the primary client-facing point of contact for customers seeking onsite technical assistance.Technical Troubleshooting: Perform hardware and software troubleshooting using diagnostic techniques and questioning to identify issues.Resolution Determination: Assess issues and details provided by customers to determine the best resolution.Communication: Clearly communicate problem-solving processes and requirements to clients. Update and follow up on customer status and information.Issue Escalation: Direct unresolved issues to the Service Desk Manager.Information Provision: Provide accurate information on organizational services and products as requested.Record Keeping: Ensure accurate recording of ticket titles, descriptions, notes, and resolutions.Customer Relations: Maintain positive rapport with clients by staying in contact, arranging appointments in advance, advising of delays, and providing standby support as scheduled.Incident Management: Manage incidents and references in line with Service Level Agreement (SLA) requirements. Implement preventative measures to minimize future problems, such as antivirus and anti-spam solutions.Training and Support: Train customers as required and assist the project team with assessments and installations when needed.Confidentiality: Maintain customer confidence by keeping service information confidential.Administrative Tasks: Answer phones as required and ensure accurate and timely follow-up on queries, suggestions, and requests. Suggest possible improvements to procedures and products.Onsite Support: Travel to client locations as needed to provide hands-on technical support and resolution for urgent issues.

Troubleshooting and Issue Resolution: Identifying and diagnosing hardware and software problems. Assisting users in resolving technical issues through phone, email, or in-person communication. Providing step-by-step instructions to troubleshoot and resolve common problems. Installation and Configuration: Installing and configuring operating systems, software applications, and hardware devices. Setting up and configuring computer networks, including routers, switches, and wireless access points. Hardware Maintenance: Repairing, upgrading, and maintaining computer hardware components such as CPUs, RAM, hard drives, and peripherals. Installing and maintaining printers, scanners, and other peripherals. Software Support: Assisting users with software installations, updates, and patches. Providing guidance on how to use software applications effectively. Network Support: Assisting in setting up and maintaining network infrastructure. Troubleshooting network connectivity issues and assisting with network configurations. Data Backup and Recovery: Implementing and monitoring data backup solutions to ensure data integrity and availability. Assisting in data recovery efforts in case of data loss or system failures. Security and Antivirus: Implementing and enforcing security protocols to protect systems and data from unauthorized access and cyber threats. Installing and maintaining antivirus and anti-malware software. User Training: Conducting training sessions to educate users on how to use technology tools efficiently and securely. Remote Support: Providing remote technical assistance to users who are not physically present in the same location. Hardware and Software Procurement: Assisting in selecting appropriate hardware and software solutions based on user needs and organizational requirements.

- Provide advanced technical support to end-users, troubleshooting complex hardware, software, and network issues. This may involve remote assistance or on-site visits to diagnose and resolve problems efficiently.- Act as an escalation point for unresolved issues from junior support staff. Provide guidance, mentorship, and technical expertise to assist them in resolving challenging problems.- Oversee the maintenance, upgrades, and patch management of systems, applications, and devices. Ensure that all systems are up-to-date and functioning properly.- Manage and maintain the organization's IT infrastructure, including servers, networks, and storage systems. This involves monitoring performance, identifying potential issues, and implementing solutions to optimize efficiency and reliability.- Lead or contribute to IT projects, such as system migrations, hardware upgrades, software rollouts, and technology implementations. This includes planning, coordinating, and executing projects within specified timelines and budgets.- Offer training sessions to end-users on new software, applications, or tools to enhance their productivity and understanding.- Collaborate with technology vendors to troubleshoot and resolve hardware or software issues. Manage vendor relationships, contracts, and service agreements.- Develop and maintain backup and disaster recovery plans, ensuring business continuity in the event of data loss or system failures.-Create and update technical documentation, knowledge base articles, and user guides to facilitate efficient issue resolution and knowledge sharing among the support team.

Administer efficient working of IT Operations team and achieve all objectives.Monitor all change management functions and ensure compliance to business requirements.Analyze design feasibility of all IT infrastructure process and operations.Monitor all staff recruitment process and appraisals.Evaluate all plans and perform tests on disaster recovery process.Develop systems to adapt to changing technologies.Monitor efficient working of service delivery team and ensuring achievement of all objectives.Coordinating with staff members for all IT operations processes.Participate in change management meetings and provide consultations.Monitor compliance to all company change control processes.Manage and implement all service improvement programs on processes.

Keep systems up-to-date through operating systems upgrades.Monitor networking equipment and servers.Assist with the design, implementation, and ongoing support of new software and features.Monitor network availability, and security.Oversee troubleshooting for system errors.Provide helpdesk support for network issues.Provide technical support either by phone, remote access or site visits as needed.Respond to IT issues; hardware maintenance, software, networking, etc.Evaluate connectivity issues, equipment, and software.Modify configurations, utilities, software, etc.Set up equipment for new users.Install, test, and monitor servers, firewalls, and new software.Perform data backups.Install and update network system improvements as needed.Assist with Servers, LAN/WAN technologies, computer repair/troubleshooting software, networks, virus protection, Wi-Fi technology, and more.Design, specify, configure, and install analog and digital CCTV systems.Maintain and upgrade existing analog and digital CCTV systems as needed.Establish working relationships with vendors and contractors pertaining to CCTV systems.Troubleshoot cameras, DVRs, NVRs.

IT First line Support.(Basic Troubleshooting)Installing hardware and software systemsMaintaining equipmenttroubleshooting a variety of computer and cellphone issuesData transfer from old handset to new handsetDevice backup and restoreSmart Phone Firmware and software updatesDevice setup. This can include any of the following and not limiting to ring tone selection, network selection, font size display changes,data usage restrictions on smart phones, email account setup on smart devices and 3G/4G modem configuration.