Job Description:
- Contribute to IT projects for Antaes clients
- Provide support to internal and external customers in accordance with SLAs
- Act as the Single Point of Contact (SPOC) for customers, coordinating with internal resolver groups and the Service Desk to resolve faults
- Initiate timely escalations to specialized groups for complex issues
- Proactively detect service-related problems, conduct diagnostics, and maintain ownership until resolution
- Ensure correct functioning 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
- Carry out 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 intervention at the component level
- Provide onsite support to users during service cutovers
- Manage local suppliers providing services to the Operations centers
- Adhere to installation guidelines and industry best practices
- Document lessons learned, known errors, and operational knowledge for continuous improvement
- Work on a 24/7 shift rotation or on-call standby basis as required
- Contribute to the promotion of Antaes services on top of assistance provided to clients