Diagnoses and resolves hardware and software problems for end-users in-person in Colombo, and on the phone/Slack.
Prepares and coordinates onboarding and offboarding activities across the company, including user account creation, access provisioning, and account deactivation.
Manages user accounts and access on a day-to-day basis (requests, updates, permission changes, and troubleshooting access issues).
Monitors IT infrastructure and applications for service interruptions and incidents. Assists IT Support colleagues to resolve problems and implement solutions.
Records all activities in ITS standard documentation and support systems. Documents solutions and procedures on the Intranet as needed.
Configures, installs, upgrades, moves, troubleshoots, and repairs PCs, laptops, printers, phones, and associated peripherals. Performs moves, adds, and changes of IT equipment as needed.
Accepts delivery of equipment and supplies and performs necessary inventory and storage tasks to maintain an accurate inventory of our systems.
Escalates and notifies other IT Support staff as needed to resolve issues.