Basic knowledge of Windows/Linux/Mac OS
Understanding of computer hardware, networking, and peripheral devices
Familiarity with MS Office / Office 365
Strong problem-solving and analytical skills
Good verbal and written communication skills
Ability to work in shifts and under pressure
Customer-focused attitude
Serve as the on-site single point of contact for all technical support activities and issue resolution
Provide end-to-end troubleshooting for hardware, software, operating systems, and network-related issues across client environments
Manage and resolve incidents and service requests using ticketing systems, ensuring adherence to SLAs
Deliver hands-on support for desktops, laptops, printers, enterprise applications, and email systems
Administer user account management tasks, including onboarding, password resets, and access provisioning
Coordinate with L2/L3 support teams and vendors to escalate and resolve complex technical issues
Follow established SOPs and ITIL best practices to ensure consistent and efficient service delivery
Maintain detailed documentation of incidents, root causes, and solutions for knowledge base development
Ensure high customer satisfaction through proactive communication, timely resolution, and on-site user engagement
