Main responsibilities include:

• Serving as the first point of contact for users seeking technical assistance over the phone, teams or email
  
• Performing remote troubleshooting
• Determining the best solution based on the issue and details provided by users.
• Walk the user through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Record events and problems and their resolution in our help desk system.
• Follow-up and update user status and information
• Pass on any feedback or suggestions by user to the appropriate support personnel
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• Identify and suggest possible improvements on procedures
  Supporting security tools, such as firewalls and anti-virus software.

Daily Routine Check List:

• Check Servers and O365 backups
• Integration between eShop, BI and Sage
• Check End Point Security
• Maintaining users in AD, eShop, BI, Sage , eMail Signatures & other Application

Induction Training To new employees:

• Overview of IT Security Policy
• Best Practice how to use O365
• eShop and Sage overview
• One Drive and Sharepoint
• Assist the CTO on the daily tasks