+ Prior experience working in a support role highly preferred. + Maintain overall ownership of all internal and external stakeholder issues & service requests ensuring that they receive resolution within a committed SLA. + Follow standard procedures for proper escalation of unresolved issues to the appropriate internal & external stakeholders. + Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future + Research, diagnose, troubleshoot, and identify solutions to resolve issues. + Must have the knowledge of cloud computing, JIRA service desk & other applications. + Excellent written and verbal English communication skills. + Must be comfortable and flexible to work in Evening & Night Shifts. + Must be Graduate/A levels (IT/CS Graduates or Diploma holders will be a Plus). + Working knowledge of help desk software, databases and remote desktop. + Advanced troubleshooting and multi-tasking skills. + Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations. + Performing disaster recovery operations and data backups when required. + Protecting data, software, and hardware by coordinating, planning, and implementing network security measures. + Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems. + Replacing faulty network hardware components when required. + Operating master consoles to monitor the performance of networks and computer systems.