Act as the first point of contact for users via phone email or ticketing system.
Log categorize and assign incidents and service requests.
Perform basic troubleshooting for hardware software email network and printer issues.
Manage basic user account tasks such as password resets and Active Directory updates.
Escalate unresolved issues to higher-level or specialized support teams.
Provide timely and regular updates to users regarding ticket status and resolution.
Monitor IT infrastructure including systems network devices servers and applications using monitoring tools (e.g. N-able SolarWinds Zabbix ManageEngine).
Respond to monitoring alerts by verifying documenting and escalating issues as required.
Conduct routine health checks and report any anomalies or recurring performance issues.
Maintain documentation and assist in tracking frequent...