Key Responsibilities 

I. Technical Support & End-User Services

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1.    Provide comprehensive Tier 1 and Tier 2 technical support for all employees (in-person, remote, phone, email) to quickly diagnose and resolve issues related to desktop operating systems (Windows, macOS), peripheral devices, and core business applications (e.g., Microsoft 365, Google Workspace, CRM tools).

2.    Manage network connectivity troubleshooting, addressing issues with Wi-Fi, VPN configurations, basic router/switch checks, and resolving LAN/WAN performance problems to maintain optimal user access.

3.    Facilitate the complete IT lifecycle for employees (onboarding and offboarding), which includes executing end-to-end workstation setups (imaging, configuration, testing), equipment retrieval, and acting as the primary technical point of contact for a positive user integration experience.

4.    Configure and maintain user accounts and access rights across corporate systems, including Active Directory or equivalent identity management platforms, ensuring compliance with the principle of least privilege.

5.    Develop and deliver end-user training and clear documentation (knowledge base articles) on new software, security best practices, standard IT procedures, and effective use of corporate technology.

II. Telephony and Voice System Management (3CX PBX)

6.    Manage the day-to-day operation of the 3CX Phone System, including configuration, monitoring, and maintenance of the PBX server and associated infrastructure.
7.    Administer all VoIP telephony features, such as provisioning endpoints (desk phones, softphones), managing extensions, setting up digital receptionists, and configuring call queues, ring groups, and voicemail boxes within the 3CX Management Console.
8.    Proactively troubleshoot and resolve call quality issues (e.g., jitter, latency) and work with network teams and SIP trunk providers to ensure the continuous reliability of voice services.
9.    Manage system backups and disaster recovery procedures specifically for the 3CX environment to ensure business continuity.

III. System Operations, Security, and Asset Management

10.    Execute routine system maintenance and security tasks, including performing regular system updates and applying security patches across the entire corporate device fleet to ensure stability and vulnerability mitigation.
11.    Manage and monitor data backup and recovery processes for both company-critical data and individual user files, performing periodic testing to validate data integrity.
12.    Maintain an accurate and current IT asset inventory of all hardware and software licenses, tracking serial numbers, assignments, lifecycle, and ensuring proper licensing compliance (including VoIP phones and 3CX licenses).
13.    Rigorously document all incidents, service requests, and resolutions using the IT Service Management (ITSM) ticketing platform, ensuring detailed notes for historical tracking and auditing purposes.
14.    Implement and enforce essential IT operational and security policies, such as acceptable use and data handling procedures, to maintain a secure and compliant IT environment.
15.    Effectively escalate complex, high-priority, or recurring issues to specialized internal engineering teams or external vendors, maintaining continuous ownership and coordinating efforts until the final resolution is achieved.

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