Main reonsibilities include: - Performing remote troubleshooting - Determining the best solution based on the issue and details provided by users. - Walk the user through the problem-solving process - Direct unresolved issues to the next level of support personnel - Record events and problems and their resolution in our help desk system. - Follow-up and update user status and information - Pass on any feedback or suggestions by user to the appropriate support personnel - Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting - Identify and suggest possible improvements on procedures Supporting security tools, such as firewalls and anti-virus software. Daily Routine Check List: - Check Servers and O365 backups - Integration between eShop, BI and Sage - Check End Point Security - Maintaining users in AD, eShop, BI, Sage, eMail Signatures & other Application Induction Training To new employees: - Overview of IT Security Policy - Best Practice how to use O365 - eShop and Sage overview - One Drive and Sharepoint - Assist the CTO on the daily tasks