Job Description Summary :
Reporting to IT Manager, IT Tier 1 Administrator is the lower level technical personnel who support basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement by following scripts.
Duties and Responsibilities :
Provide basic support and troubleshooting to known problems such as account lock / unlock, password reset, application navigation assistance, etc.
Ensure to meet and maintain Service Level Agreements (SLA) per Help Topic.
Gather necessary data needed prior escalating a problem to IT Tier 2.
Monitor and respond to server notification emails, etc.
Document support related processes and procedures (SOP).
Perform daily shift-driven tasks assigned by Immediate Superior / s.
Performs server hardware and software installation and configuration.
Responsible for NMS monitoring and alerts management.
Perform daily and quarterly network and system maintenance.
Perform system log management.
Performs system backup / restore, replication and migration.
Perform basic application testing and reports bugs and issues.
Performs hardware maintenance as scheduled.
Performs Incident Report Management by gathering relevant details executed during troubleshooting.
Provides weekly IT related reports of projects and issues.
Attend regular meetings as scheduled, trainings and team building events.
Adhere to plotted working schedule, work shift breaks, and preset OT schedules, as set by the Manager.
Adhere to standard policy and procedure set by the department and company.
Performs additional work related tasks / reports assigned by Immediate Superior.
Degree in IT or related discipline.
Preferably CISCO certified or any IT related certifications
With at least 1+ years of experience on IT related field.
Strong working knowledge of Windows Operating System.
With strong working knowledge of Windows server and Windows-based applications.
At least minimum of 1 years of appropriate experience supporting IT Infrastructure and service delivery, preferably with a medium size organization.
Experience of working with 3rd party service providers.
With strong logic and trouble-shooting skills.
Can handle multiple priorities and can work with less supervision.
Excellent verbal and written skills.
With strong organizational skills.