Job Description
Role & responsibilities
• Provide L1/L2 technical support for desktops, laptops, printers, and peripheral devices
- Install, configure, and maintain Windows OS and standard applications
• Diagnose and resolve hardware, software, and network-related issues • Manage incidents and service requests using ticketing tools (e.g., ServiceNow, Remedy, Jira, etc.)
- Ensure timely resolution of tickets as per defined SLAs
- Perform user account management (Active Directory, password resets, access requests)
- Support email systems (Outlook, Office 365)
- Handle IT asset management and system inventory
- Assist with onboarding/offboarding of employees (system setup, access provisioning)
- Coordinate with internal teams and vendors for issue resolution
Required Skills:
- Strong knowledge of Windows OS (Windows 10/11) and basic networking (LAN/WAN, DNS, DHCP)
- Experience working with ticketing tools (ServiceNow/Remedy/Jira, etc.)
- Hands-on experience with MS Office, Office 365, Outlook configuration
- Basic understanding of Active Directory and user administration
- Good troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Customer-focused mindset
Preferred candidate profile
• Knowledge of remote support tools (TeamViewer, Remote Desktop)
• Familiarity with ITIL processes
• Basic scripting knowledge (Video Conferencing, ZOOM, Team Meeting) Education:
• Bachelors degree in computer science, IT, or related field (or equivalent experience)
Soft Skills:
• Strong communication and interpersonal skills
• Ability to handle multiple tasks and prioritize effectively
• Team player with proactive attitude