Provide first-line technical support to company's users by assisting with hardware, software, network, and system-related issues, ensuring timely resolution of incidents and service requests, smooth operation of end-user technology, and effective escalation of complex matters to support business continuity and user productivity under the guidance of the Manager - IT Support.
Threshold Qualifications
- Bachelor’s degree or diploma in Information Technology, Computer Science, Information Systems, or a related discipline is preferred.
- Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation, or similar entry-level technical certifications will be considered an advantage.
- Working knowledge of Windows operating systems, Microsoft 365 applications, standard hardware components, and basic networking concepts is required.
Years & Nature of Experience
- A minimum of 1 to 3 years of relevant experience in IT support, helpdesk, technical support, or end-user computing, preferably within a corporate environment.
- Demonstrated experience in handling user support requests, troubleshooting hardware and software issues, setting up workstations, and supporting common business applications.
- Exposure to ticketing systems, user account administration, device installation, and escalation of technical incidents to higher support levels is desirable.
- Experience in a professional workplace environment with strong service orientation and communication skills is highly desirable.
Key Responsibilities
- First-Line User Support and Incident Handling - Receive, log, and respond to user incidents and service requests related to desktops, laptops, printers, software, accounts, and connectivity, ensuring timely first-line support and effective communication with end users.
- Troubleshooting and Technical Resolution - Diagnose and resolve common hardware, software, operating system, application, and basic network issues through desk-side, remote, or phone support, and escalate unresolved or complex problems to the appropriate support level.
- Device Setup, Installation, and User Account Support - Assist in setting up and configuring end-user devices, installing approved software and peripherals, supporting user account creation and access issues, and preparing equipment for onboarding, transfers, or replacement requirements.
- Documentation, Inventory, and Preventive Support - Maintain accurate ticket updates, support records, asset and inventory information, and assist in routine maintenance, software updates, and preventive support activities to improve service reliability and control of IT equipment.
- Service Quality, Compliance, and Continuous Improvement - Follow approved IT support procedures, security requirements, and service standards, support user awareness where required, and contribute ideas that improve responsiveness, user satisfaction, and the efficiency of IT support operations.
