- Manage user accounts lifecycle (onboarding, access, offboarding).
- Fulfill IT service requests (software installations, access).
- Troubleshoot and resolve hardware, software, and network issues.
- Respond to and mitigate security incidents.
- Maintain domain tasks (AD, GPO, DNS, DHCP).
- Update documentation & knowledge base.
- Monitor performance, ensure SLA compliance, and escalate when needed.
- Provide training and guidance to users/junior staff.
Bachelor’s in Computer Science or Engineering.2–4 years of IT service desk / technical support experience.ITIL certification (must); CCNA/MCSA are advantages.Strong troubleshooting skills (Windows 10/11, macOS, Linux).Experience with Exchange (online, on-prem, hybrid).Knowledge of LAN/WAN/WLAN, switches, routers, and firewalls.Familiarity with ITSM tools (ManageEngine, ServiceNow).Strong documentation, communication, and customer service skills.