KEY ACCOUNTABILITIES

Technical Support and Issue Resolution

• Provide first- and second-line support for hardware, software, and network issues.
• Troubleshoot and resolve incidents efficiently, escalating complex problems when necessary.
• Maintain accurate records of issues and resolutions using ticketing systems (e.g., GoToAssist, Jira).

User Support and Training

• Assist end-users with IT-related queries and provide guidance on best practices.
• Deliver onboarding support and training for new employees on systems and tools.
• Create and maintain user documentation and knowledge base articles.

System Monitoring and Maintenance

• Monitor system performance and ensure uptime of critical IT services.
• Perform routine maintenance tasks such as updates, patches, and backups.
• Support asset management by tracking hardware and software inventory.

Collaboration and Continuous Improvement

• Work closely with other IT teams (e.g., infrastructure, security, applications, network) to resolve cross-functional issues.
• Participate in IT projects, including system upgrades and deployments.
• Identify opportunities to improve support processes and enhance user experience.

EDUCATION AND EXPERIENCE

• Degree in Computer Science, Information Technology, or a related discipline preferred
• Relevant certifications such as:
• CompTIA A+, Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation (for understanding IT service management)
• 2–5 years of hands-on experience in IT support
• Experience with ticketing systems, remote support tools, and user account management

TECHNICAL SKILLS

Operating Systems

• Windows (especially Windows 10/11 and Windows Server)
• EAC, Intune
• Active Directory (user account management, group policies)

Hardware Support

• Desktop/laptop setup and troubleshooting
• Printer and peripheral device support
• Mobile device management (iOS/Android)

Networking

• Basic understanding of TCP/IP, DNS, DHCP
• Troubleshooting LAN/WAN and Wi-Fi issues
• VPN setup and support

Software & Applications

• Microsoft 365 (Outlook, Teams, Excel, Word, SharePoint)
• Remote support tools (e.g., GTA, Quick Support, SCCM)
• Ticketing systems (e.g., GoTo Assist, Jira Service Desk)

Security & Compliance

• Antivirus and endpoint protection tools
• MFA (Multi-Factor Authentication) support
• Awareness of data privacy and compliance standards (e.g., GDPR)

Scripting & Automation (Optional but valuable)

• PowerShell or Bash scripting for automation
• Basic understanding of ITIL processes

SOFT SKILLS

• Strong communication and interpersonal skills
• Problem-solving and analytical thinking
• Patience and empathy when dealing with users
• Time management and prioritization

Please refer the Job description for details