About the Role
Key Responsibilities
Technical Support
Monitor systems performance, availability, and vulnerabilities.
Provide first-level support for hardware, software, network, and application issues.
Respond to service requests via phone, email, or in-person in a timely and professional manner.
Diagnose and resolve technical issues related to the client CLS solution suite.
Escalate complex issues to upper level or any appropriate teams as necessary.
Collaborate with vendors and service providers to ensure third party support of equipment, software and services.
Maintain an excellent relationship with the customer at all times
Incident Management
Record and track incidents and service requests using the company’s ticketing system.
Ensure all issues are documented, prioritized, and addressed according to established service levels.
Follow up with users to ensure issues are resolved and customers are satisfied.
User Assistance and Training
Assist users with basic questions and provide training on standard software applications and IT procedures.
Create and update user documentation and training materials as required.
System Maintenance
Perform routine maintenance and updates on systems and equipment.
Assist with the deployment of new hardware and software as needed.
Support the technical and project team in maintaining an accurate inventory of all assets.
Maintain accurate documentation of configurations, procedures, and operational metrics.
Security and Compliance
Follow company policies and procedures to ensure security and compliance standards are met.
Assist in the implementation of security measures and the identification of potential vulnerabilities.
Maintain security measures to protect the system from unauthorized access, cyber threats, and physical security risks.
Working Conditions
Environment: Office environment with occasional requirements to work outside of regular business hours.
Physical Demands: Ability to lift and move IT equipment (up to 25 kg), and occasional travel between company locations may be required.
Requirements
Qualifications
Bachelor’s or master’s degree in computer science, information technology, or a related field.
Minimum 3-4 years of experience in the related field
Proven experience in data center operations, infrastructure, and IT systems support.
Strong understanding of data center technologies, including server hardware, virtualization, storage systems, and networking protocols.
Proficiency in IT management tools, monitoring solutions, and automation frameworks.
Excellent troubleshooting skills and the ability to analyze complex technical issues.
Strong analytical and problem-solving skills with the ability to prioritize tasks effectively.
Solid knowledge of security principles, risk management, and compliance requirements.
Effective communication skills with the ability to interact with stakeholders at all levels of the organization.