Job Description
Your Key Accountabilities
Operational
• Manage user lifecycle processes, including provisioning, de-provisioning, and permissions across multiple enterprise platforms.
• Provide Level 1 and Level 2 technical support for desktop environments, including device setup, configuration, and troubleshooting hardware, software, and network issues.
• Deliver first and second-line support for custom business applications, utilizing diagnostic tools and basic database queries to resolve user issues.
• Serve as the primary point of contact for incident resolution, escalating complex issues, tracking progress, and ensuring timely communication with stakeholders.
• Provide front‑line support to end‑users on software and hardware issues in accordance with Vinarchy IT standards.
• Deliver timely, accurate, and appropriate responses to customer queries; maintain a professional, empathetic attitude at all times.
• Investigate and resolve application or data issues using appropriate tools and resources; pursue root cause to reduce repeat incidents.
• Ensure backup and recovery strategies are in place across relevant environments.
• Assess alternative risks and solutions prior to action, to enable safe and timely resolution.
• Answer incoming calls and provide technical support; follow through with promised call‑backs and take ownership until resolution.
• Identify Critical Incidents, follow the Critical Incident Guidelines, and provide regular stakeholder updates through to closure.
• Test and evaluate new technology; install and configure computer hardware, software, operating systems, networks, and printers.
• Support other projects and responsibilities as required.
Administrative
• Log all incidents and requests in the ITSM tool; resolve or escalate within agreed SLAs.
• Document troubleshooting steps and progress on tasks so that users and support peers can see the current status.
• Collaborate with customers, peers, and project teams on initiatives and support activities; contribute to continual service improvement.
• Build and image desktops and laptops using provided tools and the Vinarchy SOE.
• Documentation and Process Improvement: Maintain and enhance IT knowledge bases and documentation, contributing to continuous improvement of support processes and internal procedures.