Technical Support ExpertThis role plays a pivotal part in ensuring the reliability, security and efficiency of our infrastructure. We are looking for an experienced professional who can spearhead improvement initiatives and provide innovative solutions.Main Responsibilities:Craft technical specifications, install, configure, support and manage various operating systems, access solutions, antivirus and specific applications.Manage storage, backup and server virtualization solutions.Work in administration and deployments of Microsoft, Linux, Vmware and Hyper-V Servers.Monitor the implementation of new services in the environment, aiming to assimilate new technologies.Maintain all environments managed, keeping them updated and configured in accordance with customer guidelines and best market practices.Monitor and test environmental continuity procedures, recording them.Develop and distribute software/configuration packages on a large scale.Install and maintain server hardware.Interact with manufacturers and service providers if necessary.Provide support to the service desk in incidents and problems in order to resolve issues that exceed the solution conditions in that area.Analyze the problems presented, opening problems in our system, aiming for their resolution.Analyze and research causes, solutions, technologies and costs involved in solving the problems encountered.Recommend environmental improvement solutions.Perform hands-on fixes, including installing and upgrading software, installing hardware,Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution.Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.Lead, coordinate and participate in improvements as they relate to the on-site IT environment.Serves as an advocate for our information security management system. Assists customers to work efficiently within the ISMS framework.Test fixes to ensure problems have been adequately resolved.Perform post-resolution follow-ups to customer requests.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Field incoming requests from customers via both telephone and email in a courteous manner.Build reports with customers.Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Prioritize and escalate problems (when required).Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.Understands the essential responsibilities of the position and works to continuously build and improve the skills necessary to be proficient in the role.Supports operates and maintains AV equipment for live meetings and events.Provides support and demonstrates expert knowledge for online webinar tools and applications.