Job Responsibilities:

• Manage the IT ticketing system, ensuring all tickets are resolved within SLA timelines.
• Provide on-site and remote support to employees, escalating complex issues when necessary.
• Troubleshoot hardware, software, and network-related incidents effectively to minimize downtime.
• Answer incoming calls regarding technical issues, ensuring timely assistance and resolution.
• Ensure timely application of patches, system updates, and antivirus management across all devices.
• Support asset management, maintaining accurate inventory of IT equipment and licenses.
• Perform preventive maintenance to reduce recurring technical issues.
• Manage Active Directory (AD) Domain Controllers, Users, Computers, Group Policies (GP), Microsoft Outlook, File Servers, and Print Servers.
• Provide support for Microsoft Operating Systems, Computer Peripherals (e.g., Printers), and network troubleshooting.
• Handle various laptop and desktop models, ensuring proper configuration and support.
• Handle BitLocker Encryption for data protection.
• Work closely with IT teams, vendors, and third-party providers to resolve technical challenges promptly.
• Coordinate with contractors to ensure project adherence to specifications and company standards.
• Assist in IT-related projects, contributing to the implementation of new solutions.
• Provide technical support for annual meetings, board meetings, and training sessions, ensuring smooth operations during key events.
• Maintain a comprehensive and updated knowledge base of common technical issues and solutions.
• Prepare detailed incident reports, investigation findings, and technical documentation for reference.
• Provide recommendations to improve IT support processes and reduce incident frequency.
• Promote cybersecurity awareness and enforce information security best practices.
• Ensure compliance with IT policies, change management processes, and regulatory requirements.

Required Qualifications:

• Bachelor’s degree in IT, computer science or any related field.
• 1 - 3 years of experience in a similar technical support role.
• Proven technical expertise in troubleshooting and maintaining critical business applications.
• Knowledge of the insurance industry is an advantage.