IT Helpdesk (L2)

ABOUT THE JOB:

• Provide technical assistance, guidance to internal staff, work with experts and vendors to provide best solution to business needs.
• Configure, install, monitor, and maintain branch offices: LAN/ WAN network infrastructure, end user computing hardware/ software, IT asset inventory management.
• Consult with and make recommendations to Business Unit on selection of hardware and software products to address business requirements while maintaining published IT standards.
• Adhering to client operational procedures.
• Liaise with IT Infra & Operations team and Business Unit IT personnel on escalations and service delivery.

Major accountabilities:

• IT Operations:Handles installation, repair, and maintenance of equipment and software, responds to user inquiries, provides hands-on support, logs and tracks problems, performs facility-based changes, maintains documentation, trains users, performs preventative maintenance, collaborates with IT personnel, and participates in meetings and continuing education.
• Network Engineering:Designs and implements office network setups, evaluates and selects hardware/software solutions, monitors network performance, performs routine maintenance and upgrades, diagnoses and addresses network faults, creates and updates documentation, and collaborates with other IT professionals.
• Incident Resolution and Management:Diagnoses and provides corrective actions for Major Incident Management (MIM) service restoration activities.
• Business Engagement:Provides design specifications, integration plans, and costing models for business/project requirements, and manages relationships with business units and technical teams.
• Vendor Relationship Management:Manages relationships with technology suppliers and manufacturers, serves as the primary engineering interface to vendors, and reviews and qualifies supplier/manufacturer technology and service roadmaps.