Job SummaryThe IT Technician plays a critical role in resolving high-level technical issues and managing complex IT problems. This position requires in-depth knowledge of IT systems, a proactive approach to troubleshooting, and a commitment to providing exceptional service. The successful candidate will be adept at working with various technologies, including network infrastructure, servers, cybersecurity protocols, and enterprise software applications. Key ResponsibilitiesAdvanced Troubleshooting & Problem ResolutionAddress escalated issues, employing advanced diagnostic methods for server, network, hardware, and software incidents.Identify root causes of complex IT issues and apply strategic problem-solving techniques to ensure a permanent resolution.System Maintenance and OptimizationConduct regular checks on critical IT systems and make recommendations for improvements.Work on performance tuning, patch management, and configuration for operating systems, applications, and network devices.Network and Infrastructure SupportProvide expertise in maintaining and troubleshooting network infrastructure, including LAN, WAN, firewalls, and VPN connections.Support the deployment, management, and monitoring of enterprise networking equipment and servers.Documentation & Knowledge TransferCreate and maintain comprehensive documentation for IT processes, resolutions, and system configurations to facilitate knowledge sharing and training for Tier 1 and Tier 2 support.Act as a mentor for junior IT support staff and participate in training initiatives to build technical expertise within the team.Customer Service and Stakeholder CommunicationWork closely with internal teams, vendors, and customers to provide timely updates on issue resolution progress.Communicate complex technical information in a clear, concise manner that is understandable to non-technical stakeholders.Incident and Problem ManagementAssist with the development and implementation of incident response strategies, supporting continuity and incident management practices.Participate in post-incident reviews, suggesting improvements to prevent recurrence and enhance overall service delivery.Project SupportCollaborate with IT project teams on infrastructure upgrades, migrations, and rollouts, ensuring supportability and adherence to best practices.Provide input on new technologies and tools that could improve IT services, focusing on reliability, scalability, and security. Required Skills and QualificationsTechnical ExpertiseStrong understanding of operating systems (Windows, Linux, macOS), server administration, and virtualization technologies.Proficiency in network protocols, firewall configurations, and VPNs, with certifications like Cisco CCNA or CompTIA Network+ preferred.Experience with cloud platforms (AWS, Azure, or Google Cloud) and enterprise software solutions is a plus.Problem-Solving SkillsExceptional analytical and troubleshooting skills with the ability to address and resolve complex technical problems.Ability to assess situations quickly and recommend effective and lasting solutions.Communication & DocumentationExcellent verbal and written communication skills, with the ability to explain complex concepts to diverse audiences.Strong documentation skills for process recording, knowledge-sharing, and incident tracking.Educational and Experience Requirements3-5+ years of experience in a technical support role, with at least 2 years at a Tier 2 level or above.Industry certifications such as CompTIA A+, CompTIA Security+, Microsoft Certified Solutions Expert (MCSE), or similar are highly desirable.