• Provide second-level support for IT systems and applications, resolving complex technical issues.
• Monitor system performance and respond to incidents in a timely manner.
• Perform root cause analysis for recurring issues and implement permanent fixes.
• Collaborate with other IT teams to ensure seamless service delivery and issue resolution.
• Maintain and update documentation for troubleshooting procedures and knowledge base articles.
• Assist in the deployment and maintenance of IT infrastructure and applications.
• Implement and follow IT service management (ITSM) processes and best practices.
• Participate in on-call rotations and provide after-hours support as needed.
• Develop and deliver training for first-level support staff.
• Contribute to continuous improvement initiatives to enhance service quality and efficiency.
• Ability to apply intermediate level of subject matter knowledge to solve a variety of common business issues.
• Follows established guidelines and interprets policies.
• Apply technical knowledge (Windows Server, Microsoft Exchange, Active Directory …) to solve System issues with moderate risk/complexity.
• Integrate technical knowledge and business understanding to apply solutions/work arounds for customers reported issues.

• Strong communication and collaboration abilities.
• Ability to work in a fast-paced, agile environment.
• Great Time Management Skills.

• Ability to understand of Security requirements.
  

• Review System licenses and business requirements
  

• Develop General understanding of business rules and needs
  

• Develop Customer/Vendor Management skills
  

• Troubleshooting techniques
  

• Performance/availability reporting