IT Helpdesk (L2)

ABOUT THE JOB:
Provide technical assistance, guidance to internal staff, work with experts and vendors to provide best solution to business needs.
Configure, install, monitor, and maintain branch offices: LAN/ WAN network infrastructure, end user computing hardware/ software, IT asset inventory management.
Consult with and make recommendations to Business Unit on selection of hardware and software products to address business requirements while maintaining published IT standards.
Adhering to client operational procedures.
Liaise with IT Infra & Operations team and Business Unit IT personnel on escalations and service delivery.
Major accountabilities:
IT Operations:Handles installation, repair, and maintenance of equipment and software, responds to user inquiries, provides hands-on support, logs and tracks problems, performs facility-based changes, maintains documentation, trains users, performs preventative maintenance, collaborates with IT personnel, and participates in meetings and continuing education.
Network Engineering:Designs and implements office network setups, evaluates and selects hardware/software solutions, monitors network performance, performs routine maintenance and upgrades, diagnoses and addresses network faults, creates and updates documentation, and collaborates with other IT professionals.
Incident Resolution and Management:Diagnoses and provides corrective actions for Major Incident Management (MIM) service restoration activities.
Business Engagement:Provides design specifications, integration plans, and costing models for business/project requirements, and manages relationships with business units and technical teams.
Vendor Relationship Management:Manages relationships with technology suppliers and manufacturers, serves as the primary engineering interface to vendors, and reviews and qualifies supplier/manufacturer technology and service roadmaps.