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Duration: 12 Months - Extendable
Key Responsibilities:
Provide local IT support for workstations, including installation and maintenance of desktop operating systems.
Assist with IT onboarding for new resources, including preparation and allocation of laptops/desktops.
Manage users’ Active Directory accounts, including creation and deactivation.
Coordinate with external vendors for any IT issues requiring extended support.
Monitor system performance and collaborate with the local IT head to address potential issues.
Deliver remote and onsite technical support to users through phone, Microsoft Teams, or in-person assistance.
Handle Incident Management and Service Request Management activities.
Maintain professional and clear communication, ensuring technical issues are explained in simple terms to non-technical users.
Perform triage and troubleshooting based on provided guidelines and documentation.
Utilize and update Knowledge Base (KB) articles as required.
Escalate incidents and service requests following the defined escalation process.
Keep users informed about progress and resolution timelines for open tickets.
Guide users on application and IT infrastructure features using available KB resources.
Contribute to continuous improvement initiatives within the IT support function.
Collaborate with Security Operations teams for any security-related actions, executing mitigation and remediation activities as needed.
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