Job Responsibilities

• • Investigate and resolve escalated technical issues efficiently and accurately, ensuring minimal disruption to operations.
  • Provide technical guidance and support to Tier 1 technicians and end-users, assisting with problem-solving and escalating issues as needed.
  • Perform regular maintenance tasks such as updates, patches, and system optimizations to ensure optimal performance and security of IT systems.
  • Maintain accurate records of technical issues, solutions, and troubleshooting procedures.
  • Conduct in-depth analysis of recurring technical issues to identify underlying causes and implement preventive measures to minimize future occurrences.
  • Collaborate with other IT teams, including network engineers, system administrators, and developers, to resolve complex technical challenges and implement improvements.
  • Stay updated on emerging technologies and industry best practices. Share knowledge and expertise with colleagues through training sessions and documentation to enhance the overall technical competency of the team.
  • Maintain a customer-centric approach when dealing with end-users, ensuring timely and effective communication throughout the problem resolution process.
  • Assist in the planning, implementation, and maintenance of IT projects, providing technical expertise and support as required.
  • Adhere to company policies, procedures, and regulatory requirements related to IT operations, security, and data privacy.

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