- Provide high-quality Level 1 & 2 technical support for software, hardware, and network issues through effective incident, problem, and request management.
- Log, assign, escalate, and resolve IT service tickets in alignment with ITIL/ITSM best practices.
- Support the installation, configuration, and dismantling of servers and network equipment in coordination with service providers.
- Maintain the availability and reliability of IT infrastructure, including servers, network devices, and end-user computing systems.
- Ensure compliance with IT process controls and contribute to continuous service improvement initiatives.
- Assist in the execution of local IT projects and plant-related IT operations.
- Promote user awareness of available IT tools and services by providing updated and accessible technical knowledge.
- Conduct periodic site visits to ensure optimal utilization of technology and address user concerns.
- Collaborate with third-party suppliers and service vendors to enhance service quality, ensure compliance, and manage performance.
- Serve as a liaison between end-users and backline support teams to ensure quick issue resolution and a superior user experience.
Education: Bachelor’s degree in Computer Science, Management Information Systems, or a related field. Experience: 2–3 years of experience in IT Technical Support or a similar role within a structured IT environment. Technical Skills:Strong understanding of IT Service Management (ITIL) principles and ITSM tools.Hands-on experience with network devices (routers, switches, firewalls, access points, etc.).Knowledge of core IT components and enterprise infrastructure. Soft Skills:Strong communication and interpersonal abilities to engage with all organizational levels, including senior executives.Excellent problem-solving and analytical thinking skills.Effective time management, prioritization, and attention to detail.Professional proficiency in English (spoken and written).