Sr. Software Engineer

Key Responsibilities:

Request & Incident Management:

• Receive and analyze IT requests from business users.
• Follow up on incidents, ensuring timely resolution and end-user satisfaction.
• Provide in-person support to resolve requests related to hardware and software.

Service Coordination:

• Coordinate IT services between different teams to address and resolve issues efficiently.
• Provide Level 2 technical support, helping with troubleshooting and providing solutions.

Technical Support & Troubleshooting:

• Offer troubleshooting expertise for various IT issues, including desktops, laptops, printers, and collaboration tools.
• Resolve issues with video teleconferencing tools like Cisco Webex/Jabber.
• Perform Active Directory password resets and assist with on-call support for critical/emergency situations.
• Test fixes and solutions to ensure effective resolution.

Documentation & Process Improvement:

• Create and maintain IT infrastructure documentation.
• Identify and suggest improvements in IT support processes to optimize service delivery.

Deployment:

• Deploy hardware such as desktops, laptops, tablets, and printers for end-users.