Technician – IT Help desk

• Serve as the primary point of contact for end-users, providing technical support through telephone, ITSM (Servicely), remote, and onsite assistance.
• Log, track, and manage incidents, service requests, and reported faults through the IT Service Management (ITSM) platform, ensuring compliance with defined SLAs.
• Diagnoses, troubleshooting, and resolve hardware, software, operating system, application, and connectivity issues.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, mobile devices, and other end-user equipment.
• Prepare, configure, deploy, and replace end-user devices as required.
• Create, modify, and manage user accounts, permissions, and access within Active Directory, email systems, and related platforms.
• Maintain accurate IT asset and inventory records, including equipment allocation and user acknowledgements.
• Communicate effectively with users regarding incidents, service updates, planned maintenance activities, security notices, and service interruptions.
• Document troubleshooting procedures, resolutions, and knowledge base articles to improve service delivery.
• Generate operational, service desk, and performance reports as required.
• Any task assigned by the management.

Infrastructure Monitoring & Operations:

• Monitor the availability, performance, and health of IT infrastructure, including servers, network devices, applications, and business-critical services using SolarWinds and other monitoring tools.
• Investigate alerts, perform initial diagnosis and troubleshooting, and coordinate resolution with relevant technical teams.
• Monitor key performance indicators such as CPU utilization, memory usage, bandwidth consumption, interface availability, and overall system health.
• Acknowledge, escalate, and follow up on incidents in accordance with established escalation procedures and operational standards.
• Maintain monitoring dashboards and ensure all infrastructure assets are accurately monitored and reported.
• Assist with onboarding, configuration, and maintenance of monitored devices and services within SolarWinds.
• Perform routine health checks, capacity monitoring, trend analysis, and performance reporting.
• Support critical incident management activities and contribute to maintaining operational continuity during service disruptions.

Customer Service & Continuous Improvement:

•  Deliver high-quality customer service and maintain positive relationships with end-users.
• Work proactively to identify potential issues and prevent service interruptions.
• Contribute to process improvements, operational efficiency, and service quality initiatives.
• Ensure compliance with organizational policies, procedures, security standards, and service management practices.

24/7 Operations Requirement:

• Participate in a rotating shift schedule covering day, night, weekend, and public holiday shifts.
• Continuously monitor critical systems and infrastructure to ensure service availability and operational stability.
• Respond effectively to critical incidents and service outages while maintaining professionalism and service quality under pressure.
• Be available to support operational requirements outside normal business hours when required.