Responsibilities:

Analyze and troubleshoot IT systems, applications, hardware, and software issues.
Provide technical support to internal users and resolve incidents within SLA.
Gather business/technical requirements and translate them into IT solutions.
Monitor system performance and identify recurring issues.
Work with development, infrastructure, network, security, and vendors to resolve technical problems.
Perform system testing, upgrades, configuration, and implementation.
Maintain technical documentation, SOPs, and incident/problem records.
Use tools such as ServiceNow, Jira, SQL, Microsoft 365, Active Directory, and monitoring platforms.
Prepare reports and provide recommendations for improving IT processes.
Follow company security, access-control, and data-protection policies.