Issue gathering from customers. Reporting & follow up with vendors/ISP/carrier for queue reduction. L1 troubleshooting for hardware, software and network systems issues & take judgement for appropriate escalation. Report Generation to track assets, backup activities, software & hardware installations. Shift handover report for existing tickets. Install & configure OS, Outlook based on SOP and fix physical connectivity issues of LAN & peripherals. Endpoint Security: Updation of antivirus & monitoring anti-virus patches. Client Applications: Support installation of different types of client applications. KPIs: Customer: 1 client appreciation per quarter zero escalations in a year. 1 Customer facing SIP per year. Process: 100% achievement of response & resolution SLAs. 100% compliance to service management processes. Technology: Atleast one emerging technology training/ year. Atleast one technology certification/year.