Job Responsibilities
Hardware & Software Support Installation, configuration, and maintenance of desktops, laptops, and peripheral devices Troubleshooting hardware issues and work with the hardware provider for maintenance or fix Support for operating systems (Windows, mac OS preferred)
Networking & Connectivity Basic understanding of TCP/IP, DNS, DHCP, VPN, and LAN/WAN Diagnosing and resolving network connectivity issues Knowledge of Wi-Fi troubleshooting and VPN client
Service Desk Tools & Ticketing Systems Work with any of the IT Service Management (ITSM) tools (e.g., Service Now) and has understanding of the concept of logging tickets Managing incident tickets, service requests, and escalation procedures
Microsoft & Collaboration Platforms Has experience with Microsoft 365 / Office 365 (Outlook, Teams, Share Point, One Drive) Support for video conferencing tools (Microsoft Teams)
IT Security Awareness Knowledge of endpoint security, antivirus management, and patching processes Awareness of data protection and privacy compliance
Educational Background& Required Experience Bachelor���s degree in information technology, Computer Science, or related field 1-3 years of hands-on experience in IT support or helpdesk roles
Professional & Interpersonal Competencies
Customer Service Orientation Strong commitment to user satisfaction and issue resolution Professional demeanor and clear communication when assisting users from different cultural backgrounds
Communication Skills Excellent spoken and written English (additional languages are a plus) Ability to translate technical jargon into simple, user-friendly language
Analytical & Problem-Solving Ability Logical approach to identifying, analyzing, and resolving IT problems efficiently Ability to prioritize multiple issues under pressure
Adaptability & Learning Agility Quick learner with interest in new technologies, tools, and procedures Comfortable working in fast-paced, diverse environments
Team Collaboration Works effectivehin a global IT team or with cross-functional departments Supports coordination with regional and international technical teams
Professionalism & Time Management Reliable and punctual; able to handle multiple tickets with minimal supervision Maintains confidentiality and integrity in all technical operations
Preferred Certifications (Optional but Advantageous) Microsoft Certified: Modern Desktop Administrator Associate ITIL v4 Foundation (for understanding service management processes)