Job Description:
- Contribute to IT projects for Antaes clients
- Provide support to internal and external customers in accordance with SLAs
- Serve as the Single Point of Contact (SPOC) for customers, coordinating with internal resolution teams and the Service Desk to resolve issues
- Escalate complex issues to specialized teams in a timely manner
- Proactively identify service-related issues, perform diagnostics, and remain responsible for the issue until it is resolved
- Ensure the proper operation and maintenance of all internal and external systems
- Perform change management, configuration, design, and implementation of supported products
- Conduct analysis, definition, documentation, and testing of application and system enhancements
- Perform preventive and proactive maintenance and system monitoring
- Install, repair, and maintain hardware: desktop PCs, Office/ATI printers, switches, routers, IP phones, servers, and WAN equipment (modems/ISDN)
- Manage equipment replacement and spare parts inventory replenishment
- Perform cabling and hardware maintenance at the component level
- Provide on-site support to users during service transitions
- Manage local suppliers that provide services to the Operations centers
- Follow installation guidelines and industry best practices
- Document lessons learned, known issues, and operational knowledge to support continuous improvement
- Work on a 24/7 shift rotation or on-call basis as needed
- Help promote Antaes' services in addition to providing support to clients