Senior Executive - IT Helpdesk Support

The Senior Executive is tasked with diagnosing and resolving IT problems ranging from the physical layer to the application layer including desktops, laptops, printers, and network peripherals. This role requires maintaining accurate user documentation such as hardware/software inventories and support logs. The candidate will engage in data center hardware management, network infrastructure maintenance, and implementation of endpoint protection strategies to safeguard against viruses and cyber threats. Additionally, managing master data and logistical processes in SAP forms part of the responsibilities. Adherence to best practices in cybersecurity and IT infrastructure management is essential to ensure a secure and efficient IT environment.
Responsibilities
 

• Record, track, and manage Change Request Forms (CRFs) efficiently to ensure prompt resolution of IT issues.
• Diagnose and troubleshoot software, hardware, and network issues affecting desktops, laptops, printers, and network peripherals.
• Provide technical support to internal users both on-site and remotely using appropriate remote access tools.
• Monitor and maintain network connectivity, including support for remote access and network hardware functionality.
• Install, configure, and maintain desktop systems, printing devices, and networking equipment adhering to company standards.
• Maintain comprehensive LAN user documentation including hardware and software inventory, support logs, and related records.
• Implement and monitor endpoint protection solutions to defend against viruses, intrusions, and hacking attempts.
• Manage data center hardware and IT infrastructure, ensuring operational efficiency and compliance with organizational policies.
• Coordinate and communicate effectively with external vendors to resolve IT-related service issues and support requirements.
• Create and process Purchase Requisitions, Service Entry Sheets, and Reservations accurately in SAP.
• Manage and update relevant master data in SAP systems including materials, services, and assets to ensure data integrity.
• Apply deep knowledge of Windows 10 & 11 operating systems along with Active Directory, DHCP, DNS, and file server management.
• Utilize networking concepts such as routing, VLANs, VPNs, and Cisco switches for effective network troubleshooting and support.
• Implement best practices in email security, endpoint security, and cybersecurity frameworks to protect IT infrastructure.
• Ensure compliance with organizational IT policies and standards while providing efficient and reliable user support.