Job Description

Key Responsibilities

• Provide Level 1/Level 2 technical support to users via phone, email, chat, and in person.
• Troubleshoot desktops, laptops, printers, scanners, and other IT peripherals.
• Install, configure, and maintain Windows operating systems and applications.
• Diagnose and resolve hardware, software, network, and connectivity issues.
• Manage user accounts, passwords, and access through Active Directory .
• Support Microsoft 365 applications such as Outlook, Teams, Word, and Excel.
• Perform system upgrades, software installations, and security updates.
• Maintain IT asset and inventory records.
• Log, track, and resolve incidents through a ticketing system.
• Escalate complex issues to the appropriate infrastructure or application teams.
• Assist with onboarding and offboarding of employees.
• Follow IT security, backup, and company support procedures.

Required Skills

• Good knowledge of Windows 10/11 troubleshooting.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, and networking .
• Experience with Microsoft 365.
• Hardware and peripheral troubleshooting skills.
• Familiarity with IT ticketing tools.
• Good communication and customer-service skills.
• Ability to troubleshoot issues independently and within SLA.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft certifications
• ITIL Foundation

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