We are looking for a Sr. Technical Representative, IT Operations to provide first-level support for network outages and network-related projects. The role will be responsible for daily network activities, including incident and change management, ensuring that end-user requests are handled and resolved within defined SLAs. The position will report to the Network Engineering Team.
The Sr. Technical Representative will also provide technical support to the organization's staff, maintaining, analyzing, and troubleshooting computer systems, hardware, software, and peripherals. The role will also require escalating issues when necessary to ensure tickets and incidents are resolved according to established SLAs.
Requirements:
Diploma or studying Computer Science or any related career.
B2/B2+ English Proficiency.
At least 1 year of experience in similar positions - IT technical support.
Knowledge in the management of Windows & Mac OS network configuration.
Knowledge in PC Maintenance.
Knowledge in PC Repair.
Knowledge managing DNS and Active Directory.
Responsibilities:
Troubleshoot connectivity issues:
Network
File Shares
Software
Support operation of Operating Systems (Windows and Mac OS).
Deal with hardware and application support queries and issues reported to the support desk and escalated to the IT Operations Engineers.
Escalate issues and involve experts wherever required to resolve issues as quickly as possible.
Work with other IT team members regarding new branch builds and upgrades.
Maintain and demonstrate a general knowledge of company guidelines and procedures.
Maintain IT records and tracking for your responsibilities.
Use tools and methodologies to load, copy and customize operating system configurations for deployment.
Ensure that supported customer completes the approved work request with the date and time of submission.
Resolve third-tier technical hardware and software issues.
Monitor server and network performance; assist with system initiatives, performance and process improvement, implementation, and assigned projects.
Redirect/escalate problems to appropriate resources.
Track hardware and software inventory.
Explain technical issues in a clear and simple way and giving step-by-step instructions.
Provide and accurate customer feedback and recommending new products.
Maintain system functionality by testing computer components.
Achieve computer stem objectives through collecting relevant data, identifying and evaluating options and suggesting a course of action.
Complete all assigned, mandatory training within the timeframe provided.
Conduct and/or participate in regularly scheduled 1:1 meetings with your direct manager and/or direct reports.
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