- Provide first-level technical support to end users via phone, email, chat, or ticketing system.
- Troubleshoot hardware, software, and network issues across various operating systems (Windows/macOS).
- Install, configure, and maintain desktops, laptops, printers, and other IT equipment.
- Assist users with email configuration, password resets, and account access issues.
- Document issues, solutions, and user interactions in the help desk or ticketing system.
- Escalate unresolved or complex issues to higher-level support or relevant departments.
- Monitor and maintain IT systems and services to ensure optimal performance and minimal downtime.
- Guide users through step-by-step solutions and provide clear instructions for self-resolution where appropriate.
- Perform routine maintenance tasks like software updates, virus scans, and system backups.
- Ensure compliance with IT policies and data security practices.
Requirements
- 2 years of experience in IT support or a related role.
- Basic networking knowledge (IP, DNS, DHCP, VPN, etc.)
- Experience with incident management, change management, and service request fulfillment tools.
- Knowledge of network devices and equipment.
- Hands-on experience using ticketing systems to manage and track support requests.
- Proficiency in managing and troubleshooting Windows and macOS environments.
- Experience in supporting Microsoft 365 services.
- Basic knowledge of structured cabling systems.
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Ability to work collaboratively with cross-functional teams.
- High level of customer service orientation and interpersonal skills.
- Flexibility to adapt to changing priorities and technologies.
- Effective time management and organizational skills.