- Technical Support
- Provide first level and second-level support to end-users for hardware, software, and network-related issues.
- Respond to and resolve technical inquiries via phone, email, or ticketing system.
- Troubleshoot operating system issues (Windows, macOS, Linux) and application errors.
- Assist with connectivity problems, including VPN, Wi-Fi, and LAN.
- Hardware and Software
- Install, configure, and maintain desktops, laptops, printers, and other peripherals.
- Manage software installation, updates, and licensing.
- Perform hardware diagnostics and replace faulty components.
- Account Management
- Manage user accounts in Active Directory and other systems (password resets, account creation, and permissions changes).
- Support email configurations (e.g., Microsoft Outlook, Office 365).
- Documentation
- Maintain accurate records of incidents, resolutions, and updates in the ticketing system.
- Create and update knowledge base articles and user guides.
- End-User Training
- Provide training or orientation on IT systems and tools to new hires.
- Educate users on best practices for security and system use.
- Incident Escalation
- Identify recurring issues and escalate unresolved problems to Level 2/3 support or specialized teams.
- Collaborate with other IT teams to resolve complex issues.
- IT Asset Management
- Maintain inventory records of IT equipment and ensure compliance with company policies.
- Proactive Maintenance
- Perform regular system checks and updates to ensure stability and security.
- Monitor system performance and address potential issues proactively.
EducationBachelor's degree in information technology, Computer Science, or a related field (preferred).Relevant certifications can substitute for formal education.Certifications (Preferred but not mandatory)CompTIA A+, Network+, or Security+.Microsoft Certified: Modern Desktop Administrator Associate.ITIL Foundation Certificate.Cisco Certified Technician (CCT) or similar.Experience1-3 years of experience in IT support or a related role.Familiarity with IT service management (ITSM) tools (e.g., ServiceNow, Zendesk).Technical SkillsProficiency in Windows and macOS operating systems.Familiarity with Active Directory, Group Policy, and Office 365.Basic understanding of networking (TCP/IP, DNS, DHCP, VPN).Experience with remote desktop support tools (e.g., TeamViewer, AnyDesk).