Technical Infrastructure Specialist

8 hours ago

Karachi, Sindh, Pakistan beBeeInfrastructure Full time 10,000,000 - 12,000,000

Job Opportunity:

Technical Infrastructure Specialist

Career Description

This position involves providing technical support to various departments within a company. The ideal candidate will have a strong understanding of IT infrastructure, software and hardware troubleshooting skills, and the ability to provide assistance remotely.

About the Role

We are seeking an enthusiastic Technical Infrastructure Specialist who will be responsible for delivering technical assistance to our team members on site and remotely. You will diagnose and troubleshoot software and hardware related issues and help your colleagues with their day-to-day technical needs.

Main Responsibilities:

  • Providing 1st to 3rd level technical support to all systems and services used by the company, including customer service platforms.
  • Logging and tracking all incidents using the IT Service Management (ITSM) tool and following the incident management process.
  • Working on escalated Incidents from the IT Service Desk and ensuring that Incidents are updated regularly with meaningful updates, quality, and troubleshooting steps performed.
  • Ensuring that incidents are resolved within set Service Level Agreements (SLAs).
  • Supporting the customer service team by providing related technical support, including setting up and delivering required hardware devices.
  • Troubleshooting system and network problems, diagnosing and solving hardware or software faults, including replacing damaged parts, ordering new parts when necessary, and managing maintenance cycles with vendors.
  • Implementing and assisting in the rollout of new applications and operating systems.
  • Preparing new workstations, installing and configuring computer hardware, operating systems, and applications as part of the onboarding process for new employees.
  • Collaborating with the HR department for offboarding processes, disabling access, collecting hardware devices, revoking application licenses, uninstalling software, and updating the asset management tool.
  • Coordinating with the local procurement team for asset management, tagging, and tracking.
  • Providing assistance to colleagues with technology-related issues.
  • Supporting meeting room operations for video conferencing solutions to minimize disruptions to productivity during meetings.
  • Proactive monitoring to ensure that all meeting rooms are online and functioning properly.
  • Problem Management to identify recurring issues and document Known Errors.
  • Change Management to assess and minimize the impact on production services. Ensuring communication to users of any disruption to services.
  • Working closely with the Information Security team to ensure IT security policies and best practices are up to date and enforced.
  • Maintaining IT policies and procedures, educating users on best practices, protecting data, software, and hardware to the local IT infrastructure.
  • Driving continuous improvement and responsible for infrastructure projects. Timely deployment of new applications, hardware, and security releases as instructed.
  • Staying current with the latest technology advancements and industry practices.

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