Responsible for configuring new-hire systems and performing IT on-boarding for new employees including setting up folder permission and drive mapping making sure that accessibility is established;
Serve as escalation technician for front line HelpDesk support and assist with Tier-1 inbound support requests to receive, triage and facilitate resolution for internal and external customers including wireless access point administration for guest password; password reset; remote access; file recovery; data migration; drive cloning; printer troubleshooting and any IT related queries including android devices and iOS devices.
Responsible for managing internal computers via monitoring, securing, updating, patching, troubleshooting, automating and optimizing laptop and desktop systems including hardware and software replacement and troubleshooting..
Responsible for collaborating with (getting help from or providing help to) Tier-3 team members and other teams’ subject matter experts with projects or initiatives including Server update and upgrade as scheduled preventive maintenance,
Responsible for implementing, improving and documenting new and existing policies, procedures and processes for IT system including creating local knowledge based documentation and canned response for reoccurring and/or common issues for quick resolution and diagnosis.
Responsible in updating and maintaining asset inventory list, assist with asset procurement, and asset disposal. Participate in asset auditing process bi-annually to accurately track assets in use
Responsible for data and voice network (TCP/IP) maintenance and repair including maintenance of PABX and set up of CISCO VOIP for executive users and installing VPN for remote staff.