Job Description

Roles & Responsibilities

Provide first-line technical support for end users via ticketing systems, phone, chat, and email. Troubleshoot and resolve Microsoft Windows operating system issues. Support and troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office applications. Diagnose and resolve software-related incidents and application issues. Perform basic network troubleshooting and connectivity diagnostics. Escalate complex issues to second-line support teams when required. Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system. Follow IT service management processes and SLA requirements. Assist users with account-related issues, access requests, and basic system configurations. Provide excellent customer service and maintain effective communication throughout the support process. Work efficiently in a fast-paced environment while managing multiple tasks and applications simultaneously.

Technical Skills

Operating Systems

Strong knowledge of Microsoft Windows environments. Windows troubleshooting and end-user support.

Microsoft 365

Microsoft Outlook troubleshooting. Microsoft Office applications support. Microsoft Teams and OneDrive basic support. Microsoft 365 user administration fundamentals.

Networking

Network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN). Basic network troubleshooting and connectivity diagnostics.

Cloud Technologies

Basic understanding of Microsoft Azure and cloud computing concepts. Familiarity with cloud environments and identity management fundamentals.

Software Support

Software installation, configuration, troubleshooting, and maintenance. Application support and issue resolution.

Soft Skills

Strong verbal and written communication skills. Excellent customer service and user support skills. Strong troubleshooting and analytical thinking abilities. Ability to work under pressure and manage multiple priorities. Ability to work on multiple applications and tasks simultaneously. Strong teamwork and collaboration skills. Attention to detail and commitment to service quality.

Preferred Skills

Familiarity with ITSM tools such as Jira Service Management, or similar ticketing systems. Basic knowledge of azure and user account management. Understanding of ITIL concepts and Service Desk best practices.

Desired Candidate Profile

Qualifications

Bachelor's degree or diploma in Information Technology, Computer Science, or a related field

Equivalent practical experience considered in lieu of formal education

0 - 2 years of experience in a Service Desk, Help Desk, or IT Support role

Hands-on experience supporting Microsoft Windows environments

Experience with Microsoft 365 applications (Outlook, Teams, OneDrive, Office)

Exposure to ticketing systems and ITSM workflows