KEY RESPONSIBILITIES 

• Serve as the primary point of contact for our Zendesk helpdesk, efficiently managing, triaging, and resolving support requests within SLA timeframes.
• Coordinate seamless onboarding and offboarding experiences, including account provisioning, hardware configuration, and user access management.
• Maintain essential hardware, printers, VoIP systems, Google Workspace administration, and cloud server infrastructure.
• Provide hands-on support for office relocations, site connectivity setups, hardware installations, and network maintenance.
• Empower staff by developing user-friendly knowledge base articles and guiding teams on new platforms and emerging AI tools.

WHAT YOU BRING TO THE ROLE 

• A degree in an IT-related discipline or equivalent practical experience delivering technical support.
• Minimum 2 years of hands-on experience supporting hardware, software, and network environments.
• Proficiency with ITSM ticketing platforms (such as Zendesk) and familiarity operating within an ITIL framework.
• A genuine customer-first mindset, outstanding communication skills, and a composure that thrives under pressure.
• Ability to work onsite.
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