Providing technical support and assistance to end-users within an organization. Resolving hardware, software, network, and system-related issues, ensuring smooth operations and minimal downtime. Interacting directly with end-users, either through phone calls, emails, or in-person, to understand and address their technical concerns. Diagnosing problems, guiding users through troubleshooting steps, and escalating complex issues to higher-level support teams when necessary.

Responsibilities

• Provide Technical Support: Respond to and resolve end-user inquiries and technical issues in a timely manner. Assist users with hardware, software, network, and system-related problems through various channels, such as phone calls, emails, or in-person.
• Diagnose technical problems reported by end-users and guide them through appropriate troubleshooting steps. Identify root causes and implement solutions to resolve issues effectively. Escalate complex or unresolved problems to higher-level support teams and follow up on their progress.
• Create, manage, and disable user accounts in various systems, such as Active Directory, email accounts, or internal applications. Assist with password resets, account unlocks, and access permissions as per established protocols.
• Document all reported incidents, inquiries, and resolutions in a helpdesk ticketing system. Maintain accurate and up-to-date records of user interactions, troubleshooting steps, and solutions provided. Track and prioritize open issues, ensuring timely resolution and adherence to service level agreements (SLAs).
• Install, configure, and troubleshoot software applications, operating systems, and hardware devices. Assist with software installations, updates, patches, and license management. Provide guidance on system configurations and recommend hardware upgrades or replacements when necessary.
• Utilize remote desktop tools and techniques to provide remote support to end-users, resolving issues without physical presence whenever possible. Provide clear instructions and guidance to users in remote locations to ensure effective problem resolution.
• Contribute to the development and maintenance of IT documentation, including user manuals, knowledge base articles, FAQs, and troubleshooting guides. Continuously update and enhance the documentation to improve the efficiency of support processes.
• Educate users on IT policies, security practices, and data protection measures to enhance their technical skills, promote best practices, and prevent recurring issues.
• Collaborate with other IT teams, such as developers and information security team to resolve complex issues and implement system upgrades or changes. Share knowledge and expertise within the team to enhance overall support capabilities.
• Keep abreast of emerging technologies, industry trends, and best practices in IT support. Continuously expand technical knowledge and skills through self-learning, training, and certification.
  
  

Requirements

• Bachelor’s degree
• 2-3 years of experience in a similar IT support role or helpdesk environment
• Strong technical aptitude and knowledge of computer systems, hardware, software, networks, and troubleshooting techniques.
• Proficiency in operating systems (e.g., Windows, macOS, Linux) and productivity software (e.g., Microsoft Office Suite).
• Familiarity with helpdesk ticketing systems and remote assistance tools.
• Familiarity with assets management system (Snipe IT), exchange admin center
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