Job Specifications
Key Responsibilities:Technical Support
Diagnose and resolve L1 issues for laptops, desktops, printers, scanners, and other end-user devices.
Install, configure, and troubleshoot operating systems (Windows/macOS) and standard business applications (O365, browsers, VPN, etc.).
Support basic network connectivity issues (Wi-Fi, LAN, VPN, IP configuration).
Assist with password resets, account unlocks, permissions, and user access management via Active Directory / Entra ID.
Provide basic support for video conferencing tools (Zoom, Teams, WebEx).
Incident & Service Request Management
Log, classify, and resolve incidents through ITSM tools (e.g., ServiceNow, Jira, Remedy).
Escalate issues to L2/L3 teams when necessary while maintaining ownership until closure.
Track and meet SLA targets, ensuring timely updates and proper documentation.
Device & Software Management
Perform installation, configuration, and deployment of software, updates, and patches.
Support imaging and re-imaging of systems using SCCM/MDT or similar tools.
Conduct routine checks, inventory updates, and asset management for end-user devices.
Customer Communication & Documentation
Provide clear communication to users regarding status, troubleshooting steps, and resolution.
Maintain knowledge base articles, troubleshooting guides, and SOP documentation.
Deliver excellent customer service and maintain a professional, friendly approach.
Onsite Support (if applicable)
Assist with meeting room equipment, docking stations, projectors, and peripherals.
Provide hands-on support for hardware replacements, cable management, and desk setups.
Required Skills & Qualifications:
Basic understanding of Windows 10/11, macOS, and O365.
Familiarity with Active Directory (reset passwords, add users to groups, etc.).
Knowledge of basic networking concepts (IP, DNS, DHCP, Wi-Fi).
Experience with ITSM tools (ServiceNow, Jira, Remedy).
Strong communication, customer service, and problem-solving skills.
Optional / Nice-to-Have Skills:
SCCM / Intune / MDM basics
Basic scripting (PowerShell)
Printer/server room awareness
Familiarity with antivirus, endpoint security, and MFA tools