·       Provide advanced troubleshooting and resolution for escalated hardware, software, and network issues.

·       Install, configure, and upgrade computer hardware, software, operating systems, and applications.

·       Diagnose and resolve issues related to printers, drivers, operating systems, and computer devices.

·       Troubleshoot and support enterprise applications and email services

·       Diagnose network-related issues and coordinate closely with the Network Team for resolution.

·       Create and manage Active Directory accounts, reset passwords, and ensure compliance with security protocols.

·       Maintain the layout and documentation of the passive network infrastructure.

·       Maintain a comprehensive and updated inventory of all IT assets (serial numbers, IP addresses, software, assigned users, locations).

·       Conduct periodic inspections, maintenance activities, and evaluations of hardware for depreciation, upgrade, or replacement.

·       Follow up with external vendors for maintenance, warranty issues, or technical offers.

·       Reassign tickets when necessary and ensure timely closure within SLAs.

·       Provide guidance and support to Service Desk team to improve resolution efficiency and service quality.

·       Prepare and maintain technical documentation, installation guides, and troubleshooting manuals.

·       Ensure all work complies with IT policies, standards, and security best practices.

Undertake any additional duties as assigned by the line manager.

Requirements

Educational Qualifications :

• Bachelor’s degree in Computer Science, Information Systems, or a related field.

• ITIL Foundation certification (preferred)

Experience :·      

• Minimum of 3 years for technical support and 6 in Senior Technical Support roles.

• Experience handling escalations and supporting a multi-site environment is an asset.

Technical Skills :

• Proficiency in Microsoft technologies.

• Strong hardware troubleshooting and software installation skills.

• Experience in drivers, OS updates, and system configuration.

• Knowledge of network fundamentals and domain-based environments.

• Ability to write technical documentation and user guides