• Provide 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as desktop/laptops, printers, to MS office• Provide support to top Executive Management and their assistants with their varying IT needs and equipments, and for their meetings• Email Administration using Proofpoint email security• Isolating and solving network bottleneck issues• Office 365 license administration using Azure Portal• Active Directory management• MDM management using Itunes• Laptop administration using Ivanti EPM across all Alghanim offices• Switch Configuration and network cabling to activate network ports as required• Running security scans on systems as and when required by the IT Security team• Troubleshooting application problems, either remotely or in person• Installing and upgrading laptops, desktops, and applications• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries• Escalate unresolved calls to the operations support team• Log all calls (phones, emails, walk-ins) in the Service Desk Call Logging system (Remedy)• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner• Basic account management on different applications such as AD, SAP, BO etc • To arrange for external technical support where problems cannot be resolved in house