Director of Network Operations

• Act as the primary point of contact for incoming technical support requests.
• Resolve a majority of issues on the first call.
• Maintain detailed logs and documentation in ITSM tools.
• Provide remote troubleshooting support for software and connectivity issues.
• Escalate complex issues to appropriate teams with clear documentation.
• Contribute to knowledge base and internal documentation.
• Assist users with hardware setup and troubleshooting.
• Ensure compliance with IT security and data privacy standards.

Job Description: We are seeking a Technical Support Analyst to provide first-level technical support and resolve user issues efficiently. The ideal candidate will have strong troubleshooting skills, experience with IT support tools, and the ability to deliver excellent customer service while maintaining accurate documentation. Requirement/Must Have:

• Proficiency in Windows and macOS environments.
• Strong troubleshooting skills with Microsoft 365 applications.
• Basic understanding of networking concepts such as TCP/IP, DNS, and VPN.
• Experience with Active Directory or Azure AD.
• Ability to perform remote troubleshooting and support.
• Strong documentation and ticket management skills., * Certifications such as CompTIA A+, Network+, or equivalent.
• Experience in help desk or technical support environments.
• Strong customer service background.

Skills: Windows 10/11, macOS, Microsoft 365 applications, TCP/IP, DNS, VPN, Active Directory, Azure AD, Remote desktop tools, ITSM tools and ticket management, Hardware troubleshooting.

Qualification And Education: Associate s degree in Information Technology, Computer Science, or related field, or equivalent experience.