About the role
- Serve as the first point of contact for end-users seeking technical support via phone, email, or ticketing system.
- Troubleshoot and resolve hardware and software issues on Windows laptops and desktops.
- Support software installations, upgrades, and basic configuration using remote desktop tools.
- Perform basic network troubleshooting, including issues with connectivity, VPN, DNS, and Wi-Fi.
- Use remote access tools (e.g., AnyDesk, TeamViewer, RDP) to assist users with technical issues.
- Log, categorize, prioritize, and assign tickets within the IT ticketing system.
- Escalate unresolved problems to higher-level support as per escalation matrix.
- Document all support interactions, resolutions, and troubleshooting steps accurately.
- Support user onboarding/offboarding, including laptop setup, user account provisioning, and basic access rights.
- Adhere to internal SLAs and follow IT service management best practices.
- Participate in rotational shifts, including coverage for weekends and holidays if required.
- Windows OS and hardware/software troubleshooting
- Networking fundamentals (IP, DNS, DHCP, VPN)
- Remote support tools and ticketing systems
- Software installation and system configuration
- Documentation and ticket updates
- Prioritizing multiple technical issues under pressure
- Ability to clearly explain technical issues to non-technical users.
- Analytical thinker who can troubleshoot under time pressure and find effective solutions.
- Able to handle multiple tasks, prioritize tickets, and meet SLAs
- Flexible and able to adjust to new technologies, processes, or shift schedules.
- Takes ownership of tasks, follows through, and ensures timely resolution of issues.
- Troubleshooting Outlook, OneDrive, Teams, SharePoint, etc
- Basic troubleshooting for iOS and Android in a corporate environment.
- Familiarity with tools like Windows Defender
- Handling common issues related to printers
- User account creation, password resets, and group membership changes.
- Clear verbal and written skills to explain issues and solutions
- Accurately logs tickets, documents solutions, and avoids mistakes.
- Adjusts easily to new technologies, changes in processes, or shift schedules
- Eager to learn and grow with evolving IT tools and environments.
- Maintains a positive and composed attitude even in high-pressure situations.