If you enjoy troubleshooting technical issues, supporting users, and maintaining a reliable and secure IT environment, this role is a great opportunity to grow your IT career.
Provide first-level technical support through phone, email, chat, and IT ticketing systems.
Diagnose and resolve hardware, software, operating system, and basic network issues within defined SLAs.
Troubleshoot Windows OS, Microsoft 365, Outlook, VPN, printers, software installations, and user-access issues.
Create and manage user accounts, password resets, permissions, and other basic IT administration requests.
Log, categorize, prioritize, track, and resolve incidents using IT service management and ticketing platforms.
Provide remote and on-site technical support to end users.
Guide employees on IT procedures, applications, security practices, and best practices.
Escalate complex or unresolved issues to L2, infrastructure, security, or application teams with complete troubleshooting details.
Maintain accurate records of incidents, resolutions, troubleshooting steps, and user interactions.
Troubleshoot and resolve complex hardware, software, operating system, application, and networking issues.
Perform root cause analysis and implement permanent solutions for recurring issues.
Install, configure, maintain, and upgrade desktops, laptops, printers, and peripheral devices.
Administer and support Active Directory, Microsoft 365, endpoint devices, and enterprise applications.
Manage user access, permissions, device configurations, and system-related requests.
Monitor system performance and identify opportunities to improve reliability, security, and efficiency.
Collaborate with infrastructure, security, application, and vendor teams to resolve advanced technical issues.
Participate in system upgrades, patch management, device deployment, IT asset management, and preventive maintenance.
Maintain technical documentation, knowledge base articles, troubleshooting guides, and Standard Operating Procedures (SOPs).
Assist with IT infrastructure projects, technology rollouts, system deployments, and other IT initiatives.
2–5 years of experience in IT Support, Helpdesk, Desktop Support, System Support, or Technical Support.
Strong hands-on experience with:
Windows 10/11
Microsoft 365
Active Directory
Hardware and software troubleshooting
Networking fundamentals
TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN/WAN
Experience with IT ticketing or service management platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools.
Experience providing remote desktop support and troubleshooting.
Basic understanding of endpoint security, antivirus solutions, device protection, and IT security best practices.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent verbal and written communication skills.
Strong documentation and customer-service abilities.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Strong sense of ownership, responsiveness, and attention to detail.
Relevant certifications such as CompTIA A+, Microsoft Fundamentals, Google IT Support Professional Certificate, or equivalent.
Experience with endpoint management, device provisioning, imaging, and system deployment.
Familiarity with IT Asset Management (ITAM) and IT Service Management (ITSM) processes.
Exposure to Microsoft Azure, Google Workspace, or other cloud platforms.
Understanding of cybersecurity fundamentals and enterprise IT security practices.
Experience with endpoint management platforms such as Microsoft Intune or similar tools.
Knowledge of basic scripting or automation for IT support tasks is an added advantage.
