Job Responsibilities
Hardware & Software Support
- Installation, configuration, and maintenance of desktops, laptops, and peripheral devices
- Troubleshooting hardware issues and work with the hardware provider for maintenance or fix
- Support for operating systems (Windows, macOS preferred)
Networking & Connectivity
- Basic understanding of TCP/IP, DNS, DHCP, VPN, and LAN/WAN
- Diagnosing and resolving network connectivity issues
- Knowledge of Wi-Fi troubleshooting and VPN client
Service Desk Tools & Ticketing Systems
- Work with any of the IT Service Management (ITSM) tools (e.g., ServiceNow) and has understanding of the concept of logging tickets
- Managing incident tickets, service requests, and escalation procedures
Microsoft & Collaboration Platforms
- Has experience with Microsoft 365 / Office 365 (Outlook, Teams, SharePoint, OneDrive)
- Support for video conferencing tools (Microsoft Teams)
IT Security Awareness
- Knowledge of endpoint security, antivirus management, and patching processes
- Awareness of data protection and privacy compliance
Educational Background& Required Experience
- Bachelor’s degree in information technology, Computer Science, or related field
- 1-3 years of hands-on experience in IT support or helpdesk roles
Professional & Interpersonal Competencies
Customer Service Orientation
- Strong commitment to user satisfaction and issue resolution
- Professional demeanor and clear communication when assisting users from different cultural backgrounds
Communication Skills
- Excellent spoken and written English (additional languages are a plus)
- Ability to translate technical jargon into simple, user-friendly language
Analytical & Problem-Solving Ability
- Logical approach to identifying, analyzing, and resolving IT problems efficiently
- Ability to prioritize multiple issues under pressure
Adaptability & Learning Agility
- Quick learner with interest in new technologies, tools, and procedures
- Comfortable working in fast-paced, diverse environments
Team Collaboration
- Works effectively within a global IT team or with cross-functional departments
- Supports coordination with regional and international technical teams
Professionalism & Time Management
- Reliable and punctual; able to handle multiple tickets with minimal supervision
- Maintains confidentiality and integrity in all technical operations
Preferred Certifications (Optional but Advantageous)
- Microsoft Certified: Modern Desktop Administrator Associate
- ITIL v4 Foundation (for understanding service management processes)
