1. Helpdesk and User Support: - Providing first-line technical support to users via phone, email, or in-person for hardware, software, and network-related issues. - Troubleshooting and resolving a wide range of IT problems, including application errors, network connectivity, system crashes, and hardware malfunctions. - Escalating complex issues to senior support engineers or specialists as needed. - Maintaining detailed records of support cases and resolutions in a ticketing system. 2. IT Infrastructure Maintenance and Support: - Monitoring and maintaining the health and performance of IT systems, including servers, storage, networks, and other infrastructure components. - Performing routine maintenance tasks such as software updates, patches, and backups. - Identifying and addressing potential system vulnerabilities or security risks. - Coordinating with IT administrators and engineers for major infrastructure changes or upgrades. 3. Asset Management and Inventory: - Tracking and managing the IT asset inventory, including hardware, software, licenses, and consumables. - Assisting with the procurement, deployment, and decommissioning of IT equipment and devices. - Maintaining accurate and up-to-date records of IT assets and their lifecycle. 4. Documentation and Knowledge Management: - Documenting technical procedures, troubleshooting guides, and best practices for IT support. - Updating and maintaining the IT knowledge base to ensure information is accurate and accessible to the support team. - Sharing knowledge and lessons learned with the team to improve overall support capabilities. 5. Collaboration and Communication: - Communicating effectively with users, IT team members, and stakeholders to understand requirements and provide timely updates. - Participating in project meetings, planning sessions, and cross-functional initiatives to ensure IT support needs are addressed. - Providing training and guidance to users on the proper use of IT systems and applications. 6. Continuous Learning and Professional Development: - Staying up-to-date with the latest technologies, tools, and industry trends through training, certification, and self-study. - Participating in ongoing skill-building activities and sharing knowledge with the team. - Exploring opportunities for career growth and advancement within the IT field.

1. Technical Consultancy and Customer Support: - Providing technical expertise and guidance to customers, sales teams, and other stakeholders. - Assisting customers in understanding the capabilities, features, and applications of the company's products. - Troubleshooting and resolving technical issues or problems experienced by customers. - Escalating complex issues to the appropriate internal teams for further investigation and resolution. 2. Product Demonstrations and Proof-of-Concept (POC): - Conducting product demonstrations and showcasing the features and functionalities to potential customers. - Setting up and configuring proof-of-concept environments to help customers evaluate the suitability of the company's products. - Providing technical support and guidance during the POC process to ensure successful customer evaluations. 3. Customer Training and Technical Education: - Developing and delivering training programs to educate customers on the proper use, configuration, and maintenance of the company's products. - Creating technical documentation, user manuals, and application notes to support customer education and enablement. - Collaborating with the training and documentation teams to ensure the availability of up-to- date and comprehensive technical resources. 4. Requirements Gathering and Technical Specifications: - Engaging with customers to understand their specific technical requirements, use cases, and pain points. - Translating customer requirements into technical specifications and design considerations. - Providing input and feedback to the product management and engineering teams to influence product roadmap and enhancements. 5. Pre-Sales and Post-Sales Technical Support: - Collaborating with the sales team during the pre-sales process to provide technical expertise and support. - Assisting in the preparation of technical proposals, RFP/RFQ responses, and other pre-sales materials. - Providing ongoing technical support and guidance to customers after the sales and deployment of the company's products. 6. Cross-Functional Collaboration: - Coordinating with various internal teams, such as sales, product management, and engineering, to ensure effective communication and alignment. - Participating in project planning, implementation, and review activities to contribute technical insights and customer feedback. - Representing the company's technical capabilities and customer needs in cross-functional discussions and decision-making processes. 7. Continuous Learning and Professional Development: - Staying up-to-date with the latest product features, technologies, and industry trends. - Attending training sessions, workshops, and technical conferences to enhance technical expertise. - Sharing knowledge and best practices with the FAE team and other relevant stakeholders.