Experience Range: With 4 to 6 years of experience in IT Service Desk, Help Desk, or Technical Support roles, including supporting enterprise end users Key Responsibilities:
Provide Level 1 technical support to end users via phone, email, chat, and ticketing tools, ensuring timely and accurate incident resolution within agreed SLA timelinesLog, categorize, prioritize, and resolve incidents, escalating unresolved issues to Level 2 or Level 3 support teams as appropriateFulfill service requests such as password resets, account provisioning and deprovisioning, Microsoft 365 application support, VPN access, software installations, printer support, and access management, adhering to established processes and policiesTroubleshoot issues related to Windows operating systems, Microsoft Office applications, Outlook, Teams, OneDrive, and productivity tools across laptops, desktops, mobile devices, printers, and peripheralsAssist users with remote connectivity and collaboration tools, ensuring seamless access and functionalityMaintain and update knowledge base articles, FAQs, and troubleshooting documentation, actively contributing to process improvements and automation initiativesDeliver excellent customer service by communicating effectively with stakeholders, providing regular status updates, conducting follow-ups, and ensuring customer satisfactionAdhere to ITIL-based Incident, Request, Problem, and Change Management processes, maintaining compliance with information security, data privacy, and accurate documentation of all support activitiesRequired Skills:
Windows 10/11 administrationMicrosoft 365 suite (Outlook, Teams, OneDrive, SharePoint)Active Directory user managementAzure Active Directory (Azure AD / Entra ID) basicsVPN and remote access supportExperience with ticketing tools such as ServiceNow, Jira, Remedy, or FreshserviceBasic networking concepts including DNS, DHCP, and TCP/IPPreferred Skills:
Intune or Endpoint Manager administrationExchange Online administrationMulti-Factor Authentication (MFA) managementDevice management and asset trackingPowerShell scripting basicsDesired Qualifications:
Bachelor's degree in Computer Science, Information Technology, Electronics, or a closely related disciplineRelevant certifications such as ITIL Foundation, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), CompTIA A+, or CompTIA Network+ are preferredAdditional Information: Willingness to work in rotational shifts and provide support during weekends or holidays if required. Availability for on-call support based on business needs.
