IT SUPPORT

• Serve as the first point of contact for users seeking technical assistance, providing step-by-step guidance via phone, email, or chat.
• Diagnose and resolve common hardware, software, and connectivity issues for end users.
• Log, track, and document all support requests, incidents and resolutions in the ticketing system.
• Ensure all incidents are managed according to established procedures and resolved within agreed service levels (SLAs).
• Escalate unresolved or complex issues to higher tiers as necessary.

QUALIFICATIONS AND EXPERIENCE

• Associate or bachelor’s degree in computer science, Information Technology, or a related field, or equivalent experience.
• IT related post-secondary degree, diploma, or relevant certifications (e.g., CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365Certified, AWS, etc.) are a plus.

TECHNICAL SKILLS

• Deep understanding of desktop and server OS environments and user support issues
• Command line familiarity, log analysis, and system diagnostics
• Endpoint Management:
• Strong background in deploying and managing device configuration policies, compliance rules, and software distribution using Microsoft Intune.
• Experience with endpoint security and mobile device management (MDM) strategies, including device imaging, patching, and policy enforcement.
• Networking Fundamentals
• Familiarity with network (LAN/WAN, VPN, DNS, DHCP, and Wi-Fi) troubleshooting and basic network administration (e.g., switches, routers, firewalls).
• Ability to work with network teams or ISPs for escalated issues
• Active Directory & Identity Management
• Admin-level knowledge of AD, Group Policy, and role-based access controls
• Strong knowledge of hybrid AD environments, Entra AD, and Microsoft Intune.
• Basic experience with Single Sign-On (SSO) and MFA tools
• SaaS & Collaboration Tools Support
• In-depth experience administering Office 365 applications such as Exchange Online, Microsoft Teams (including telephony), and SharePoint.
• Managing licensing, permissions, and integrations.
• Proficiency in Office 365 administration and GPO management.

SOFT SKILLS

• 2+ years of experience in IT support, including hands-on experience with Tier 1 & 2 troubleshooting.
• Strong Customer Service Focus orientation.
• Excellent problem-solving, communication, and customer service skills.
• Effective communication and collaboration skills.
• Ability to prioritize and manage multiple responsibilities independently.
• Ability to document technical solutions clearly and concisely.
• Strong attention to detail and a proactive approach to problem-solving.
• Willingness to learn and adapt to new technologies.

KEY RESPONSIBILITIES

• Provide prompt Tier 1 and Tier 2 support by troubleshooting, diagnosing, and resolving hardware, software, and network issues for end users, ensuring a high standard of customer service.
• Perform routine administration and maintenance of user accounts, permissions, backups, desktops, laptops, printers, servers, network equipment, and cloud services across both on-premises and hybrid environments.
• Support the deployment, configuration, and continuous improvement of IT infrastructure; participate in IT projects and assist with migrations or upgrades as required.
• Collaborate with IT teams and other departments to resolve incidents, share knowledge, provide training and guidance to end users and junior staff, and maintain clear technical documentation and knowledge base articles.
• Ensure adherence to organizational IT policies, security standards, and best practices; participate in after-hours support as needed.