System Support Professional

Job Summary:

Responsibilities:

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• Oversee the management and maintenance of desktops, laptops, and other end-user devices throughout the organization.

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• Diagnose and resolve issues related to Windows and MacOS applications, as well as networking problems, to minimize downtime.

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• Troubleshoot basic network connectivity issues in LAN/WAN environments.

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• Resolve system-related problems, including software installations and antivirus updates, as needed.

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• Generate reports and dashboards to monitor compliance status, software inventory, hardware inventory, and other key performance indicators using tools like Desktop Central, Jamf Business, and Freshservice reporting tools.

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• Coordinate and implement the installation of client- and department-specific applications and systems. This includes the creation, management, access provision, and administration of vendor-specific software and applications.

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• Proactively escalate tickets to senior team members or specialists.

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• Monitor the onboarding pipeline and ticket queues, ensuring that all requests are handled according to Service Level Agreements (SLAs).

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• Conduct regular system audits and upgrades to enhance performance and mitigate risks.

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• Research and identify solutions to both software and hardware issues.

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• Prioritize and manage multiple open issues simultaneously.

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• Be dependable, accountable, and responsive to customer and business needs; willing to be on call to support critical issues that arise at any time during weekdays or weekends.

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• Provide troubleshooting and technical support for cloud applications and productivity tools.

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• Deliver on-site support for office technology, including wireless networks, audio/video conferencing, and call center suites.

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• Required Skills and Qualifications:

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  • Proficient technical support skills with laptop hardware (Windows 10, macOS) and Android devices (Mandatory).

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  • Experience with Freshservice and Manage Engine Desktop Central (Mandatory).

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  • Experience with Mobile Device Management tools such as Manage Engine Desktop Central and Jamf Pro, as well as endpoint security tools like Netskope WebGateway, Bitdefender, and Indefend (Mandatory).

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  • Capable of supporting VOIP call center suites, teleconferencing systems, and communication tools such as Google Meet, Zoom, and Slack.

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  • Ability to troubleshoot and support infrastructure components, including wireless networks, multi-function printers, AV equipment, and networking (TCP/IP, DNS, etc.) (Mandatory).

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  • Proficient in system maintenance, including updates and patch management.

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  • Strong troubleshooting skills to effectively diagnose and resolve hardware and software issues (Mandatory).

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  • Ability to implement and manage security protocols to protect organizational data against unauthorized access and threats.

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  • Knowledge of hardware maintenance to ensure the continuous functionality of all IT equipment.

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  • Expertise in server management to ensure reliability, security, and performance of server resources.

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  • Strong technical troubleshooting and problem-solving capabilities.

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  • Organized and able to adapt to changing priorities.

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  • Team-oriented collaborator willing to share knowledge and experience.

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  • Solid communicator with the ability to provide professional documentation.

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  • Basic Linux knowledge (Optional).

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  Benefits:

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  This role offers a competitive salary and benefits package, including opportunities for career growth and professional development.

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  Others:

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  If you are a motivated and detail-oriented individual with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity.

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