Responsibilities

• 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.

Essential Skills

• 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.

Preferred Skills

• 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.