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Provide third-level support for Windows desktop issues escalated from Tier 1 and Tier 2 support teams.
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Diagnose and resolve complex hardware and software problems.
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Perform root cause analysis for recurring issues and implement permanent fixes.
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System Maintenance and Optimization:
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Ensure the stability, security, and performance of Windows desktop systems.
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Apply patches, updates, and configuration changes to maintain compliance and security standards.
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Incident and Problem Management:
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Manage and resolve high-priority incidents and problems within SLAs.
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Document resolutions and create knowledge base articles to improve future support processes.
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Conduct post-incident reviews to identify improvements.
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Collaboration and Project Support:
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Work with cross-functional IT teams on projects, providing expertise on Windows desktop environments.
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Assist in the design and implementation of new technologies and solutions.
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Participate in planning and execution of system upgrades and migrations.
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User Support and Training
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Provide guidance and training to Tier 1 and Tier 2 support staff.
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Assist end-users with complex technical issues and provide advanced troubleshooting.
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Documentation and Reporting:
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Maintain accurate and up-to-date documentation of system configurations, procedures, and support issues.
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Generate reports on system performance, incident resolution, and other metrics as required.
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This role may require occasional evening or weekend work to perform maintenance or resolve critical issues. On-call support may be required.
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8-hour shifts (Mon-Fri). On-call support may be required.
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Advanced troubleshooting skills and ability to diagnose complex issues.
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Excellent communication and interpersonal skills
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Experience with endpoint security solutions.
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Experience with scripting and automation (e.g., PowerShell).
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Experience with system imaging, deployment, and management tools (SCCM, MDT).
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Familiarity with cloud services and integration (e.g., Microsoft Azure).
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Knowledge of ITIL framework and best practices.
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Proficiency with Active Directory, Group Policy, and network configurations.
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Strong documentation and organizational skills.
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Strong understanding of hardware components, peripheral devices, and drivers.
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Windows operating systems (Windows 10, Windows 11) and related technologies.