Requirements:

Proven 5 years work experience as a Technical Network Analyst, Network and Firewall Administration , IT Help Desk Technician or similar role
BS degree in Information Technology, Computer Science or relevant field
English Fluency both written and verbal
Ability to diagnose and troubleshoot basic technical issues
General networking TCP/IP, DHCP, DNS (CompTIA Network+, Fortinet and SD Wan advantageous)
Additional certification in Microsoft (MCSE), O365, Linux, Cisco or similar technologies is a plus

Responsibilities:

Install and configure computer hardware operating systems and applications
Network and Security administration in conjunction with the designated Service Providers
Monitor and maintain computer systems and networks
Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues. Provide 3rd Line user support and onsite support to Team Members
Troubleshoot system and network problems, diagnosing and solving hardware or software faults
Provide support, including procedural documentation and relevant reports
Follow diagrams and written instructions to repair a fault or set up a system
Support the roll-out of new applications
Set up new users' accounts and profiles and deal with password issues
Respond within agreed time limits to call-outs
Work continuously on a task until completion (or referral to third parties, if appropriate)
Following standard procedures for proper escalation of unresolved issues to the appropriate teams
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged and Prioritize and manage many open cases at one time
Rapidly establish a good working relationship with customers
Asset Management on all IT related devices