Dedicated IT

IT Support

• Provide prompt and effective support for end-user issues, ensuring timely resolution and tracking progress within SLA times.
• Collaborate closely with clients, Service Delivery Managers, and teammates to deliver high-quality service and foster a positive user experience.
• Lead and participate in various infrastructure improvement projects, contributing to enhanced system performance and user satisfaction.
• Maintain accurate documentation, create detailed support tickets, and log activities for efficient tracking and reporting.
• Offer hands-on support to executive teams, assisting with technology needs and strategic IT planning.
• Escalate complex issues to senior technical teams with comprehensive documentation of troubleshooting steps and recommendations.
• Act as the Subject Matter Expert (SME) for assigned clients, providing guidance and mentorship to team members as needed.
• Proactively identify and report potential major incidents, ensuring timely communication with the Service Delivery Manager.
• Develop and deliver end-user training on supported software and hardware, improving user confidence and system adoption.
• Assist with the installation and configuration of client-specific software and infrastructure, coordinating with vendors when necessary.
• Support Professional Services and Account Management teams by testing new environment configurations and providing valuable feedback.

IT Engineer