Main Duties and Responsibilities:

• Serve as the first point of contact for all IT-related incidents and service requests via phone, email, or in person.
•  Provide timely and effective support for hardware, software, network, and application issues.
• Diagnose and resolve end-user problems, escalating complex issues to higher-level support as needed.
  
• Maintain a strong customer-service focus and ensure minimal disruption to business operations. Install, configure, and troubleshoot operating systems (Windows 10/11),
• Microsoft 365 applications and collaboration tools such as Teams and OneDrive.Support user account management in Active Directory, Exchange, and other enterprise systems.
•  Assist with printer configurations, shared drives, VPN access, and network resource connectivity.
• Perform software deployments, updates, and license management in coordination with the IT systems team.
• Perform setup, imaging, and deployment of workstations, laptops, and peripherals for new and existing staff.
  
• Maintain the IT asset inventory, including equipment tracking, tagging, and lifecycle management.
  
• Coordinate repairs and warranty claims for defective hardware with vendors or suppliers.
  
• Ensure all devices meet corporate security and configuration standards.
• Monitor and respond to alerts generated by IT systems, ensuring proactive issue resolution.
  
• Perform routine maintenance tasks such as updates, patching, and disk cleanup to maintain performance.
  
• Document all troubleshooting steps, resolutions, and user interactions in the IT service management (ITSM) system.
  
• Assist in maintaining up-to-date technical documentation, knowledge base articles, and user guides.
• Ensure end-user compliance with IT security policies, including password hygiene and device protection.
  
• Support endpoint protection tools (e.g., Microsoft Defender, antivirus, encryption).
  
• Assist users with multi-factor authentication (MFA) setup and remote access troubleshooting.
  
• Report suspicious activities, security incidents, or data breaches to the IT security team.
• Collaborate with system administrators and network engineers to resolve cross-functional issues.
  
• Participate in IT projects, system rollouts, and user training sessions.
  
• Identify recurring issues and suggest improvements for processes and support efficiency.
  
• Provide end-user training and guidance on company systems and software when required.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• 1–3 years of hands-on experience in IT Help Desk, Desktop Support, or Technical Support roles.
• Microsoft Windows 10/11 and Microsoft 365 suite (Outlook, Teams, SharePoint).
  
• Active Directory user and group management.
  
• Network fundamentals (TCP/IP, DNS, DHCP, VPN).
  
• Hardware troubleshooting (PCs, laptops, printers, mobile devices).
  
• ITSM/ticketing systems (e.g., ManageEngine, ServiceNow).
  
• Basic PowerShell scripting and remote desktop tools (RDP, TeamViewer).
• Excellent communication and interpersonal skills.
  
• Strong analytical and problem-solving capabilities.
  
• Customer-oriented with a professional and patient approach.
  
• Ability to manage multiple tasks and prioritize effectively.
  
• Proactive, reliable, and detail-oriented.
  
• A team player who can also work independently with minimal supervision.
  
• Preferred
• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
  
• ITIL Foundation certification (advantageous).
  
• Microsoft 365 Certified: Fundamentals or equivalent.
• This role may require on-site presence and occasional travel between office or field locations.
  
• Availability for occasional after-hours or weekend support when necessary.
  
• Must comply with all internal IT security and safety policies.

Working Conditions:

5 days/week

Only Qualified Candidates will be contacted.