Job Description

Roles & Responsibilities

End-User Support & Communication

• Provide daily technical support for hardware, software, and system access issues.

• Communicate clearly with users and explain technical solutions in simple, non-technical terms.

• Maintain professionalism, patience, and a customer-focused attitude at all times.

Ticket Management & SLA Adherence

• Manage support tickets from creation through resolution and closure.

• Prioritize tickets based on urgency and business impact.

• Ensure timely responses, meet SLAs, and confirm full resolution before closing tickets.

Troubleshooting & Issue Resolution

• Independently resolve common IT issues related to laptops, desktops, peripherals, operating systems, and business applications.

• Take ownership of assigned issues and follow up with users until resolution.

• Escalate complex problems with clear documentation and troubleshooting details.

Basic Network Support

• Troubleshoot basic networking issues including LAN, Wi-Fi, VPN, and IP/DNS connectivity.

• Identify network-related problems and escalate to the appropriate teams when required.

User & Account Management

• Perform account-related tasks such as password resets, login troubleshooting, access provisioning, and onboarding/offboarding support.

• Ensure access control is secure and compliant with company policies.

Asset Management & Documentation

• Accurately track IT assets and maintain up-to-date records.

• Document all support activities clearly within the ticketing system to support audits and future troubleshooting.

Security & Process Compliance

• Follow IT policies, procedures, and security best practices.

• Support endpoint security and guide users on safe and secure computing practices.

Team Collaboration & Continuous Learning

• Collaborate with senior team members and other IT teams.

• Seek guidance when needed and escalate issues appropriately.

• Actively accept feedback, improve technical skills, and participate in knowledge sharing.