Key Responsibilities:

• Respond to technical support queries via phone, email, chat, or ticketing systems.

• Diagnose and troubleshoot hardware, software, and network issues.

• Provide support for Windows/Mac OS, Microsoft Office, VPN, printers, and other company-approved applications.

• Guide users through step-by-step solutions and provide technical training if necessary.

• Escalate unresolved issues to higher-tier support or specialized teams.

• Maintain accurate records of issues and solutions in the help desk ticketing system.

• Assist in setting up new systems and onboarding of employees.

• Install, configure, and update hardware and software as needed.

• Monitor system performance and report anomalies.

• Maintain a high level of customer service and communication throughout the support process.

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• Required Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).

• Proven experience in a technical support or help desk role (1–3 years preferred).

• Strong knowledge of Windows/Mac OS, Microsoft Office Suite, and common desktop applications.

• Basic understanding of networking concepts (IP, DNS, VPN, etc.).

• Excellent troubleshooting and problem-solving skills.

• Strong communication skills and customer service orientation.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

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• Preferred Qualifications:

• Experience with ticketing tools such as Jira, Zendesk, Freshdesk, or ServiceNow.

• IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, etc.

• Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop).

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• Work Environment:

• May require occasional after-hours or weekend support.

• Hybrid/Onsite based on company policies.

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• Preferred/Bonus Skills:

  • Basic understanding of Active Directory and user management.

  • Experience with IT asset management tools.

  • Familiarity with cloud platforms (Azure, AWS, Google Workspace).

  • Remote desktop tools (TeamViewer, AnyDesk, RDP).

  • ITIL Foundation certification or CompTIA A+/N+.