Key Responsibilities Incident Management: Act as the first point of contact for clients; acknowledge, triage, and resolve basic technical incidents. Proactive Maintenance: Perform scheduled health checks on client infrastructure (backups, patch management, and server monitoring) to prevent issues before they occur. SLA Compliance: Ensure all client requests are addressed within the timeframes defined in the Service Level Agreement (SLA). Client Reporting: Assist in preparing monthly service performance reports for customers, highlighting system uptime and incident trends. Change Requests: Execute standard changes (e.g., firewall rule updates, user permission changes, or software updates) following the formal Change Management process.
Required Skills & Qualifications Customer Service Mindset: Ability to maintain a professional and empathetic tone with external stakeholders. Technical Foundation: Diploma in IT or equivalent. Familiarity with Windows Server, Linux environment, and bas...