Advanced Technical Support:
- Provide expert-level technical support to resolve complex IT issues escalated from Tier 1 and Tier 2 teams, ensuring timely and effective solutions.
- Analyze and resolve complex technical problems related to hardware, software, network, and applications promptly and effectively.
Incident Management:
- Lead the resolution of critical incidents, identifying root causes and implementing permanent fixes to prevent future occurrences.
Troubleshooting:
- Diagnose and resolve hardware, software, network, and application issues across the organization's IT environment.
Infrastructure Management:
- Monitor and maintain the organization's servers, networks, and systems to ensure optimal performance, security, and availability.
Patch Management:
- Plan and execute patch management activities, including testing, deployment, and validation, to ensure systems are up-to-date and secure.
Security Management:
- Collaborate with the security team to implement and maintain security measures, including firewalls, intrusion detection systems, and access controls.
Vendor Coordination:
- Liaise with third-party vendors and service providers to troubleshoot and resolve technical issues, ensuring effective communication and timely resolution.
Documentation:
- Maintain accurate and up-to-date documentation of IT processes, procedures, configurations, and troubleshooting steps.
Knowledge Sharing:
- Provide training and knowledge transfer to Tier 1 and Tier 2 support teams to enhance their technical skills and capabilities.
Project Support:
- Assist in the planning, implementation, and maintenance of IT projects, including system upgrades, migrations, and new technology deployments.
- Ability to configure, manage, and maintain network firewalls and switches to ensure secure and efficient data transmission and network connectivity
Capacity Planning:
- Monitor system performance trends and collaborate with relevant teams to anticipate and address capacity requirements.
Required Skills/Abilities:
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
- Relevant certifications such as Cisco Certified Network Professional (CCNP), Network+, Security+, Microsoft MCSE,
- Minimum of 3 years of Tier 3 support and system management.
- Proficiency in configuring, managing, and troubleshooting Windows and/or Linux server environments.
- Strong understanding of networking concepts, protocols, and security principles.
- Experience desiging and implementing VMware or Hyper-V.
- Knowledge of backup and disaster recovery strategies and tools.
- Strong communication and teamwork skills to collaborate effectively across departments.
