1-    Technical Support\:

·         Provide advanced technical support for hardware, software, and network-related issues across the organization.

·         Troubleshoot escalated incidents and ensure timely resolution based on SLAs.

·         Assist end users with complex technical problems and deliver high-quality service.

2-    System Maintenance and Monitoring\:

·         Perform routine system checks, software updates, and patch management.

·         Monitor system performance and proactively address potential issues.

·         Ensure that all systems are functioning efficiently and securely.

3-    User and Access Management\:

·         Manage user accounts, permissions, and access rights across systems and applications.

·         Support onboarding and offboarding processes including hardware/software setup.

·         Enforce IT policies regarding user access and security compliance.

4-    Documentation and Reporting\:

·         Document incidents, resolutions, and procedures for future reference.

·         Prepare weekly/monthly reports on support tickets, trends, and system performance.

·         Update the IT knowledge base with new solutions and troubleshooting steps.

5-    Coordination and Communication\:

·         Collaborate with different IT teams (infrastructure, security, applications) for complex issues.

·         Communicate effectively with end users to understand issues and explain solutions clearly.

·         Provide feedback to improve service delivery and end-user experience.

6-    Asset and Inventory Management\:

·         Support IT asset lifecycle including issuance, tracking, and decommissioning.

·         Ensure accurate inventory of IT equipment and timely updates in the asset management system.

·         Assist in procurement and vendor coordination for IT supplies and services.