Education & Experience: 

• Bachelor’s degree in Computer Science (CS) or (IT). 
• 3+ years of experience 

Technical Skills: 

• Strong understanding of Windows operating systems (XP, Vista) and general desktop support issues. 
• Proficiency in networking concepts, including DNS, TCP/IP, VPNs, and network protocols. 
• Hands-on experience with: 
• Servers, blade servers, and chassis (e.g., HP Chassis C7000). 
• SAN storage, NAS storage, and mounting raw drives (NFS, SAN, NAS). 
• Firewalls, power distribution, and data center operations. 
• Installation and configuration of computer applications and third-party software. 
• Windows and Linux operating systems installation and upgrades. 
• Office 365 suite. 
• Antivirus installation and upgrades. 
• Practical experience with monitoring and network management tools such as Nagios and FreePBX. 
• Experience with Cisco routers, switches, Pfsense, and Ruckus access points and controllers. 
• Ability to troubleshoot, diagnose, and resolve issues related to networks, operating systems, and laptops.
  IPSEC, 
• Switches (L2/L3) Troubleshooting, 
• Laptops Troubleshooting 
• DHCP 
• Access Points (WiFi) 
• MS-365 
• Hyper-V 

Soft Skills: 

• Excellent communication and customer service skills with a strong focus on customer satisfaction. 
• Exceptional troubleshooting, problem-solving, and analytical abilities to resolve issues efficiently. 
• Strong written and verbal communication skills, with a professional phone manner. 
• Ability to maintain smooth communication with customers through web, email, and phone channels. 
• Proven ability to write clear and concise documentation. 
• Strong organizational skills, including workflow prioritization and time management. 

Responsibilities: 

• Monitor and maintain computer networks to ensure optimal performance. 
• Respond to customer inquiries via calls and emails, providing timely and accurate resolutions. 
• Maintain procedural documents and reports to ensure compliance with organizational standards. 
• Provide hardware-level support for servers and laptops, including upgrades and troubleshooting. 
• Work collaboratively with cross-functional teams to address technical challenges. 
• Adapt to evolving technologies and business needs. 
• Participate in rotating shifts to provide 24/7 support as required. 

Additional Qualifications: 

• Willingness and ability to learn new and emerging technologies. 
• Strong customer focus and extensive knowledge of the products or services being supported.