IT Support Specialist

Key Responsibilities:
◾Provide technical support to end-users via phone, email, WebEx / MS Team
◾Diagnose, resolve, and configure software and network issues in a timely manner.
◾Technical support hours of operations are from 7AM to 5PM EST
◾SLAs
a)  Acknowledge the receipt of the request in 30 min
b)  Provide resolution based on the severity of the issue
◾Maintain IT inventory and documentation of hardware, software, and licenses.
◾Set up and configure user accounts and access permissions.
◾Ability to analyze logs and perform root cause analysis of the issue.
◾Diagnose and troubleshoot technical issues related to the implementation, configuration, and usage of the automation tool.
◾Strong troubleshooting skills in Linux/Unix/Windows environments.
◾Understanding of ticketing tools such as (e.g., Jira, Bugzilla, or HP ALM), or other related software development lifecycle (SDLC) tools
◾Knowledge of containerization technologies like Docker and orchestration tools like Kubernetes.
◾Collaborate with other IT team members to implement and maintain IT infrastructure, including servers, networks, and security systems.
◾Keep up-to-date with emerging technologies and industry trends to provide 
◾Document and escalate unresolved issues to higher-level support teams or product technical support team as needed.