As a key team member, you will be responsible for ensuring the stability and security of company systems. This role is critical to advanced technical support and ongoing optimization of infrastructure.
The job involves preparing projects and technical specifications, installing, configuring, providing support and managing various operating systems, access solutions, antivirus, and specific applications.
Key Responsibilities:
1. Prepare projects and technical specifications.
2. Install, configure, provide support and manage various operating systems, access solutions, antivirus, and specific applications.
3. Manage storage, backup, and server virtualization solutions.
4. Work in administration and deployment of Microsoft, Linux, VMware, and Hyper-V Servers.
5. Monitor the implementation of new services in the environment, aiming to assimilate new technologies.
6. Maintain all environments managed, keeping them updated and configured in accordance with customer guidelines and best market practices.
7. Monitor and test environmental continuity procedures, recording them.
8. Develop and distribute software/configuration packages on a large scale.
9. Install and maintain server hardware.
10. Interact with manufacturers and service providers if necessary.
11. Provide support to the service desk in incidents and problems to resolve issues that exceed solution conditions in that area.
12. Analyze the problems presented, opening problems in the company's support system, aiming for their resolution.
13. Analyze and research causes, solutions, technologies, and costs involved in solving the problems encountered.
14. Recommend environmental improvement solutions.
15. Perform hands-on fixes, including installing and upgrading software, installing hardware.
16. Owns and drives issues to resolution, including escalation to specialized resources within the broader IT organization.
17. Remains engaged on issues until resolution.
18. Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.
19. Lead, coordinate, and participate in improvements as they relate to the on-site IT environment.
20. Serves as an advocate for the organization's information security management system.
21. Test fixes to ensure problems have been adequately resolved.
22. Perform post-resolution follow-ups to customer requests.
23. Evaluate documented resolutions and analyze trends for ways to prevent future problems.
24. Field incoming requests from customers via both telephone and email in a courteous manner.
25. Build reports with customers.
26. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
27. Prioritize and escalate problems (when required).
28. Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
29. Apply diagnostic utilities to aid in troubleshooting.
30. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
31. Understands the essential responsibilities of the position and works to continuously build and improve the skills necessary to be proficient in the role.
32. Supports operates and maintains AV equipment for live meetings and events.
33. Provides support and demonstrates expert knowledge for online webinar tools and applications.