About the job

Job Requirements

KEY RESPONSIBILITIES

Technical support and troubleshooting

• Diagnose and resolve hardware problems, including desktops, laptops, printers and peripherals
• Troubleshoot software issues in the Windows environment, including operating system-level issues, application errors, and configurations
• Help with network connectivity issues (Wi-Fi, VPN, LAN)
• Perform basic tasks on Active Directory: resetting passwords, unblocking accounts, creating user accounts
• Assist with check-in and check-out processes, including commissioning and decommissioning equipment
• 
  

Ticket et documentation

• Log, track and manage all support requests and incidents in the ticket management system (ServiceNow, Jira Service Management or equivalent)
• Accurately document troubleshooting steps, solutions and recurring issues
• Escalate unresolved or complex issues to Level 2/Level 3 Support with complete documentation
• Contribute to enriching and updating the internal knowledge base
• 
  

Customer service and communication

• Provide courteous, clear and professional assistance to end users, whether in person, by telephone or email or using remote support tools
• Set and manage user expectations regarding resolution times
• Monitor current tickets to ensure user satisfaction and their timely closure
• Be a calm and reliable contact in the event of technical disruptions