IT Support Technician

- Diagnose and rectify complex hardware, software, network, and application issues escalated from Level 1 support. - Reproduce issues in a controlled setting to uncover root causes. - Conduct root cause analysis and document recurring issues. - Collaborate with third-party vendors or internal teams to resolve service disruptions. - Install, configure, and maintain enterprise applications and operating systems. - Apply updates, patches, and necessary changes to configurations. - Assist in incident response and system recovery following outages. - Support integration activities and data migrations as necessary. - Work closely with Level 3 teams for in-depth analysis of issues. - Provide escalation reports complete with logs and reproduction steps. - Communicate progress and solutions to stakeholders, including non-technical users. - Serve as a technical mentor to Level 1 staff, offering guidance and training. - Create and sustain internal documentation for troubleshooting and technical solutions. - Enhance the knowledge base for support teams and end users. - Maintain accurate records within the ticketing management system. - Document known issues and resolutions for future reference. - Monitor systems and applications for alerts and performance issues. - Analyze incident data to recommend preventive actions. - Propose process improvements to mitigate future problems. - Follow ITIL-based best practices to ensure service continuity. - Provide technical assistance for POS software and hardware, including registers and barcode scanners. - Troubleshoot software, hardware, and network issues via calls, emails, and remote sessions. - Maintain current knowledge of POS functionalities, IT best practices, and system updates.