Job Summary
This role will be responsible for delivering high-quality technical support and ensuring the reliability, performance, and security of IT networks and systems. You will provide advanced troubleshooting, implementation, and maintenance support while serving as a trusted point of contact for clients and internal teams.
This role requires strong technical proficiency, analytical thinking, and a customer-focused mindset to effectively resolve complex issues and contribute to continuous service improvement.
Job Scope and Key Activities
Technical Support & Operations
- Act as a single point of contact for user incidents, service requests, and communications.
- Provide support for network, system, and application-related issues.
- Serve as the escalation point for technical incidents, resolving them remotely or onsite.
- Ensure timely and accurate documentation of all support activities and resolutions.
Infrastructure Implementation & Maintenance - Participate in the planning, deployment, and maintenance of IT infrastructure, including network, cloud, and system environments.
- Lead or support implementation of network and security operations services.
- Contribute to the design and improvement of IT systems and infrastructure projects.
- Monitor performance and ensure compliance with client Service Level Agreements (SLAs).
Client & Cross-Functional Collaboration - Act as the primary technical liaison for clients, maintaining clear communication and trust.
- Collaborate with internal teams to identify and resolve technical challenges efficiently.
- Provide technical input during pre-sales engagements and project scoping discussions.
- Build strong working relationships and promote knowledge sharing within the team.
