RESPONSIBILITIES

• Diagnose and troubleshoot hardware/software issues to document and resolve problems.


• Provide second-level user support for complex issues that cannot be resolved remotely by the Service Desk.


• Ensure incident management by responding to service desk requests via multiple communication channels and escalating as necessary.


• Lead hands-on support for IT project implementations and perform additional job-related duties as assigned.


• Collaborate with cross-functional teams to solve end-user technology issues.


• Assist with asset management and maintain stock levels of spare equipment.


• Support the Platform Service Team in backup operations and PC replacement programs.


• Keep IT management informed about the state of local infrastructure.