Provide first-line technical support to employees and end users.

• Respond to IT support requests through phone, email, chat, and ticketing systems.

• Diagnose and resolve hardware, software, account, and connectivity issues.

• Troubleshoot Windows, Microsoft 365, printers, applications, and peripheral devices.

• Assist users with password resets, account access, software installation, and basic configuration.

• Log, categorize, prioritize, and track support tickets accurately.

• Monitor ticket progress and ensure issues are resolved within agreed service levels.

• Escalate complex technical problems to Level 2/3 support teams when necessary.

• Provide clear instructions and technical guidance to non-technical users.

• Assist with user onboarding and offboarding, including account and equipment setup.

• Perform basic network troubleshooting involving Wi-Fi, LAN, VPN, DNS, and connectivity.

• Maintain accurate records of IT assets, user accounts, incidents, and service requests.

• Document common problems, solutions, troubleshooting procedures, and knowledge-base articles.

• Assist with software updates, security patches, device maintenance, and IT deployments.

• Support IT projects, system upgrades, and infrastructure improvement initiatives.

• Follow company IT security policies and help users maintain secure technology practices.