1.    Respond to escalated IT Help Desk Support requests in a professional manner.
2.    Provide second level of support to customers and follow up requests until resolving with appropriate escalation if needed.
3.    Troubleshoot workstation hardware and software, and conduct hardware failure and maintenance report.
4.    Evaluate the returned IT hardware, and report maintenance needs to the HOS.
5.    Support the rollout of newly acquired applications and participate in testing the implementation process of them.
6.    Test and participate in evaluating new IT technologies.
7.    Participate in the distribution of help desk requests.
8.    Prepare manuals and documents of technical knowledge and lesson learned.
9.    Check Section & Individual objectives on regular basis and effectively participate in achieving them to ensure successful contribution to company's goals and corporate objectives.
10.    Participate in conducting the OJT for new team members and promote a culture of knowledge transfer, cooperation and teamwork.
11.    Contribute to the continuous improvement of Syriatel Quality Management System.