• Respond to help desk tickets, emails, phone calls, and in-person requests for technical support.
• Diagnose and resolve hardware, software, and network issues.
• Install, configure, and maintain computer systems, software, and peripherals.
• Assist users with account setup, password resets, and access issues.
• Provide guidance on the use of software applications and IT systems.
• Document issues, and resolutions, and maintain accurate records of support activities.
• Escalate complex issues to higher-level support or specialized teams when necessary.
• Perform routine system maintenance and updates.
• Monitor system performance and identify potential issues proactively.
• Assist in the development and updating of user manuals, FAQs, and training materials.
• Participate in IT projects and initiatives as required.
• Stay current with new technologies and industry trends.
• Patch and update PCs to ensure systems are secure and up to date.
• Troubleshoot and resolve issues related to Microsoft 365 applications, including MS Teams, SharePoint Online, OneDrive, Outlook, and other related services.
• Collaborate with team members to ensure efficient and effective service delivery.
• Maintain a knowledge base of frequent issues and solutions for reference and training purposes.
• Assist in the preparation of reports on the working of hardware and software available in the company.
• Resolve queries on user accounts, permissions, and security profiles.
• Work with all employees on IT troubleshooting and resolving IT-related problems.
• Documentation of operational activity plans.
• Work on timely preparation of maintenance and provision of information in support of project operations.
• Collect and process data records.
• Analysis of IT Help Desk reports.
• Report writing and documentation for the department. The Incumbent must:
• Understanding Etisalat Afghanistan Network Design.
• Understand the Service Desk Software and the following standard policies & Procedures defined by the Management.
• Prepare a daily report for the reporting manager on major accomplishments.
• Optimize existing resources and increase the overall efficiency of the LAN and Interface WAN.
• Keep the system and devices updated with the latest patches.
• Regional Support to Network and Transmission Units, ISP, and Carrier Backbones Links.
• Maintain internal infrastructure requirements including laptop and desktop computers, routers, switches, printers, phones, and security updates, support internet, intranet, LANs, WANs, and network segments.
