Deliver hands-on technical assistance to internal users across phone, remote, and in-person channels. Support spans system setup, software configuration, and ongoing operational guidance for core IT platforms.
Key Responsibilities
- Respond to service requests and technical issues involving desktop systems, business applications, and network resources using structured troubleshooting methods.
- Diagnose root causes of recurring problems and apply corrective measures to minimize downtime.
- Document and escalate complex incidents to specialized teams, ensuring clear communication and follow-up.
- Collaborate with infrastructure and application groups to restore services and maintain system stability.
- Track and manage IT assets, including hardware inventory, software licenses, and configuration records.
- Assist in deploying system updates and standardized desktop environments under IT supervision.
- Conduct training sessions and develop instructional content for tools like Microsoft 365, SharePoint, and other productivity platforms.
- Collect user feedback to identify patterns and recommend improvements in support processes.
- Follow established protocols and maintain consistent performance during high-pressure situations.
Required Qualifications
- Degree in Information Technology, Computer Science, or equivalent practical experience.
- 2–4 years of experience in technical support or service desk roles.
- Working knowledge of Windows 11, Active Directory, Group Policy, Microsoft 365 (E3/E5), and network fundamentals.
- Experience with ITSM or ticketing systems and adherence to service-level expectations.
- Familiarity with SharePoint, Power BI, and deployment workflows for business applications.
- Strong analytical skills for diagnosing and resolving technical issues efficiently.
- Customer-focused mindset with clear written and verbal communication in English.
- Ability to work independently, manage tasks systematically, and adapt to changing priorities.
