Key Responsibilities

• Provide first and second-level support for user requests and incidents escalated by the Service Desk and end users.
• Resolve technical issues related to hardware, software, and applications for desktops, laptops, printers, and peripherals.
• Monitor system performance and escalate incidents to DevOps/DBA teams when necessary to facilitate efficient problem resolution.
• Manage user accounts, permissions, and access rights, ensuring proper access to systems and applications.
• Document troubleshooting steps and maintain knowledge base articles to enrich team resources.
• Deliver hands-on support for office automation software and equipment in various settings, including classrooms and meeting rooms.
• Collaborate with backline teams (Network, Application, System Admin) to implement approved changes and provide regular updates on incident ticket statuses.
• Assist in inventory audits and maintain accurate tracking of assets, ensuring all equipment is accounted for.

Required Qualifications

• Proven experience (3+ years) in IT support or helpdesk roles, with a strong focus on resolving user issues and providing exceptional customer service.
• Strong knowledge of Windows and Linux operating systems, as well as networking fundamentals.
• Ability to diagnose and resolve hardware/software issues efficiently.
• Strong communication skills to provide updates and collaborate effectively with team members and end users.

Core Competencies

• Excellent problem-solving skills with a focus on efficiency and reliability.
• Strong attention to detail and accountability in managing tasks.
• Adaptability and a commitment to continuous learning in technology.

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