Handle customer support calls in a timely and accurate manner. Provide first-level support to customer service requests. Escalate complex support requests to relevant IT staffs for resolutions. Understand support problems, analyze problem data and determine appropriate solutions. Maintain problem documentations and their resolution procedures for reference procedures. Plan and complete daily assigned tasks within deadlines. Maintain confidentiality and security of company documents and customers. Report system downtime and performance issues to Manager. Ensure to follow standard operating procedures and meet service level agreements. Install, configure and maintain software and hardware systems. Assist in development and enhancement of IT systems. Assess potential risks and technical challenges and prepare appropriate mitigation plans. Conduct IT related trainings to new hires, users and technical teams as needed. Analyze system issues and provide resolutions. Recommend process improvements to ensure system reliability, scalability, security, integrity and performance. Work in compliance with department safety and quality standards.