Senior Technical Support Technician

Key Accountabilities:
**Role Purpose**:The Senior Technical Support Technician provides technical expertise in setting up, supporting, and maintaining IT assets, including PCs, laptops, printers, other peripherals and software. This role is responsible for managing and attending to user calls, ensuring prompt issue resolution and a positive user experience. Expertise in resolving IT incidents, fulfilling service requests, and managing escalations is essential.

The role actively collaborates with vendors and cross-functional teams to enhance operational efficiency while maintaining up-to-date knowledge of IT trends. It also focuses on knowledge base development, continuous learning, and seamless coordination within the various teams in the IT department. Additionally, the Senior Technical Support Technician contributes to policy enhancements by sharing insights from support activities. A user-centric approach is central to this role, ensuring effective call management, proactive maintenance, and an optimized IT support experience.

**Duties and Responsibilities**:

- Technical Support Operations
- Resolves technical issues of varying complexities and performs maintenance activities related to PCs, laptops, printers, and other IT assets.
- Collaborate with vendors for technical support escalations and coordinate with various teams in the IT department to ensure prompt issue resolution
- Evaluate products and services for suitability and performance.
- Accords top priority for VIP & VVIP tickets to ensure a superior level of technical assistance.
- Participate in team meetings to discuss priorities, challenges, and share knowledge
- Contributes to maintaining a culture of continuous improvement by sharing and encouraging innovative approaches to enhance efficiency of resolution (of incidents and service requests)
- Service Desk (Help Desk) Operations
- Participate in team meetings to discuss priorities, challenges, and share knowledge.
- Must diligently use the ticketing system to provide clear, accurate and complete description of the ticket, progress made, issues encountered, risks faced, and steps taken to achieve closure of the ticket.
- Contributes to maintaining a culture of continuous improvement by learning and sharing innovative approaches to enhance efficiency of resolution (of incidents and service requests)
- Coordination and Collaboration
- Facilitate seamless collaboration and information exchange with the various teams in the IT department, other departments, vendors, and other stakeholders.
- Provide insights into incidents and service requests that will contribute to enhanced efficiencies of process, controls and projects.

4. Practices Productive Use of Escalations: Escalates and thereby engages the management’s or the vendor’s technical expertise to address incidents and service requests, as required.

5. Technical Expertise
- Have an awareness of current IT trends and technologies to provide effective guidance and support
- Assist the team in troubleshooting technical issues and provide solutions.

6. Practice Necessary Escalations: Escalate, as required to ensure management intervention, and engage specialist IT teams (such as the IT Applications section and the IT Infrastructure and Network section) and vendors to ensure timely resolution of incidents and service requests.

7. Knowledge Base Development
- Facilitate the development of an extensive knowledge base by sharing information and experiences gained during support activities.
- Contributed to the continuous learning culture within the team and practices the use of knowledge base for informed decision-making.

8. Policy and Procedure Enhancement: Act as a catalyst for policy and procedure enhancement by sharing information and experiences gained during support activities.

9. User Experience and User Feedback
- Practices a user-centric approach within the team to ensure positive and constructive interactions with users.
- Contributes to incorporating user feedback into Help Desk processes to enhance speed and quality of services.

Qualifications/Requirements:
TECHNICAL SKILLS

Must have 3 years or more than 3 years of experience in:

- Proficiency in troubleshooting and supporting Windows and macOS operating systems.
- Expertise in setting up, configuring, and maintaining PCs, laptops, printers, and peripherals.
- L1 & L2 support experience of Active Directory (AD), including user account management, group policies, and access control.
- L1 & L2 support experience of Microsoft Exchange (on-premises or cloud-based).
- L1 & L2 support experience of backup and recovery procedures for user data and systems.
- Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
- Ability to diagnose and resolve Wi-Fi and wired network connectivity issues.
- Experience with remote desktop tools (e.g., RDP, AnyDesk, TeamViewer, Microsoft Remote Assistance).
- Experience with ticketing systems for logging and tracking IT support