1. Provide Remote & Onsite IT Support (L1) to end users.
2. Manage and resolve incidents and service requests through ticketing systems.
3. Perform hardware troubleshooting for desktops, laptops, printers, and peripheral devices.
4. Troubleshoot and maintain Windows Operating Systems.
5. Support Microsoft Office applications (Excel, Outlook) and collaboration tools.
6. Administer Microsoft 365 (user account creation, license management, password resets).
7. Manage User Accounts & Access Control via Active Directory and M365.
8. Able to manage and optimize Domain Controllers, user policies, and system access management.
9. Monitor and troubleshoot DHCP & DNS configurations.
10. Aware of VPN & supporting Remote Access connectivity issues.
11. Assist in data backup management and restoration processes.
12. Perform basic troubleshooting and configuration of Firewalls & Networking devices.
13. Ensure compliance with defined SLA & SOP guidelines.
14. Maintain proper documentation and reporting of IT activities and resolutions.
