Responsibilities Respond to all assigned Helpdesk tickets regarding hardware, software, and networking meeting set SLAs based on call category and classifications; Provide L3 support to support technicians with problem solving and issue resolution while ensuring knowledge transfer and coaching; Work closely with other IT teams to implement, support and maintain new technologies; Continuous review and optimization of technical operational processes and technical standards; Proactively work to improve reliability, stability, and security of the cloud and on-premises environments; Research and evaluate new hardware and software solutions; Collaborate with other technical teams including vendors, service providers and consultants on problem solving, enhancements and ideation; Stay up to date with industry trends and new technologies; Help create and maintain technical documentation and manuals for the Service Delivery team; Perform all duties and delivery of related outputs of Information Security Officer; Perform Systems Administration and Maintenance as assigned by ICT Service Delivery Manager. Requirements Relevant IT qualification or certifications essential ITIL Foundation essential 5 years proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Hands-on experience with Windows OS environments, Networking, Cybersecurity, Cloud Excellent problem-solving and multitasking skills T ec hnical Competencies Working Knowledge and understanding of the following: IT infrastructure Network and Hosting Client / Server applications architecture Internet technologies MS Desktop Operating systems Office 365 Cybersecurity Printing and Automation Hardware technology – computers and printers Additional Requirement Own Car & Valid Drivers License