Job Description
User Support (Help Desk):
Manage and follow up on user support tickets.
Troubleshoot and resolve users’ software and hardware issues.
Provide technical support to users at different levels.
Follow up on user issues through to resolution.
Server & Virtual Infrastructure Management:
Monitor and maintain the VMware vCenter cluster and virtual machines.
Manage and support Active Directory services.
Manage and support GPO, DNS, and DHCP services.
Manage and support the VMware Horizon View virtual desktop infrastructure.
Communication & Security Services:
Manage, support, and troubleshoot the VoIP infrastructure, including extensions, trunks, and call quality.
Manage Kaspersky Security Center centrally.
Monitor endpoint security status and follow up on security threats and issues.
Network Management:
Configure and maintain network equipment.
Monitor and troubleshoot L2/L3 network switches.
Identify and resolve network and connectivity issues affecting users and services.
Backup & Information Security:
Monitor backup processes for organizational services and data.
Verify the health and integrity of backups.
Monitor and execute Disaster Recovery and data restoration procedures when required.
Support the security, availability, and stability of IT infrastructure.
Training & Documentation:
Provide short, practical training to employees on the proper and efficient use of IT systems and services.
Prepare and update technical documentation and infrastructure-related procedures.
IT Service Management & Processes:
Register and follow up on service requests and issues in accordance with the ITIL framework.
Follow Incident Management processes and track incidents through to resolution.
Participate in the Change Management process and document and control infrastructure changes.
Support the improvement and standardization of IT service management processes.
Perform other assigned IT-related duties.
Qualifications:
Bachelor’s degree in Information Technology, Computer Engineering, Networking, or a related field.
At least 3 years of relevant experience in IT support and infrastructure.
Proficiency in VMware vCenter and virtual machine management.
Proficiency in Active Directory, GPO, DNS, and DHCP.
Hands-on experience with VMware Horizon View.
Proficiency in VoIP support and troubleshooting.
Familiarity with Kaspersky Security Center and endpoint security concepts.
Proficiency in configuring and troubleshooting L2/L3 network switches.
Familiarity with Backup, Disaster Recovery, and data restoration concepts.
Familiarity with the ITIL framework and Incident and Change Management processes.
Strong troubleshooting and problem-solving skills.
High attention to detail and strong follow-up skills.
Sense of responsibility and ability to manage multiple requests simultaneously.
Good communication skills and ability to provide effective user support.
Ability to work effectively in a team and collaborate with different departments.
