Total-TECH Co.
” The Job Description”
- Manage service requests and incidents through the ITSM tool, ensuring SLA compliance.
- Coordinate with technical teams to ensure timely incident resolution.
- Maintain accurate ticket documentation, updates, and closure.
- Provide end-user support, regular updates, and guidance.
- Provide urgent support for router configuration and critical incidents.
- Support scheduled monthly and quarterly review sessions and conduct site visits when required.
- Participate in an on-call rotation to support critical and urgent issues.
- Configure and maintain wireless security protocols, including WPA2, WPA3, SSID, and MAC filtering.
- Maintain accurate IT asset, warranty, service contract, and support agreement records.
- Monitor software utilization and support compliance with licensing requirements.
- Prepare regular service performance and SLA reports.
- Maintain up-to-date technical and operational documentation.
Requirements:
- 1+ year of experience in a large-scale IT environment.
- Practical knowledge of ITIL and ITSM best practices.
- Hands-on experience with ITSM tools.
- Knowledge of Change Management, CAB support, and process improvement.
- Good understanding of wireless networking and security protocols.
- Strong documentation and Microsoft Excel skills.
- Bachelor’s degree, preferably in IT, Technology, Computer Science, or a related field.
- ITIL Certification is required.
- Good communication and stakeholder management skills.