Field Support Specialist - Network

• Maintain round-the-clock IT service desk operations, remaining reasonably available to support critical or urgent matters outside standard working hours where necessary, whilst monitoring performance against agreed SLAs and reporting weekly, to sustain internal customer satisfaction and business continuity.
• Maintain application uptime and smooth operation working with the end users and other system administrators to maintain uninterrupted service for the business.
• Monitor ticket progress using the applicable tool and resolve first-level escalations on customer support tickets relating to applications, operating systems, devices and connectivity, including LAN networking and port configuration, to minimise downtime and restore user productivity.
• Implement and monitor best practices and methods in infrastructure support using service management tool, to drive consistency and reliability across IT service delivery.
• Maintain and update documentation of installation and configuration procedure in the knowledge repository to increase productivity and use as guide while implementation.
• Ensure installation of OS patches in Desktops, Lenovo, Apple laptops, Microsoft surface with SCCM in collaboration with analyst to achieve timely delivery as per the SLA.
• Manage team performance and engage the team in upskilling the next generation technologies, to build a capable and future-ready support team.
• Implement and monitor security controls across IT infrastructure, endpoints and applications in collaboration with the Cybersecurity team, ensuring compliance with organizational security policies and audit requirements, to safeguard the IT environment and minimize risk.

Education Qualification

• Minimum bachelor’s degree in computer science or equivalent

Work Experience

• Minimum 6 years’ experience in a similar role
• On-site support, network maintenance, troubleshooting and debugging of Infrastructure devices and applications.
• Good knowledge of JIRA, MS-Office tools
• Strong analytical and reporting skills.

Skills

• Set up required hardware and well-functioning LAN/WAN.
• Work with Cyber- security team to implement CS solutions.
• Troubleshoot bugs and system failures to restore proper functionality.
• Good Knowledge in Windows – System admin activities
• Configure, deploy, maintain, and troubleshoot computer, laptops, printers, network, iPhones & iPads, peripherals, and docking stations.
• Highly experienced working on ticketing system Remedy, Service Now, Jira, Cherwell: ITSM ticketing system to record and maintain issues in a timely manner and within the Service Level Agreement (SLA). Provide it hardware, software, and networking level 3 support to end users