Key Responsibilities:

• Provide on-site deskside support for desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain Windows 10/11, Office 365, and other business applications.
• Handle incidents and service requests via ticketing systems (ServiceNow, Remedy, etc.).
• Manage Active Directory operations — user creation, password resets, access permissions.
• Troubleshoot hardware, OS, and application-level issues at L1–L2 level.
• Support and maintain LAN/WAN networks, Wi-Fi, VPNs, and other connectivity services.
• Configure and troubleshoot switches, routers, firewalls, and access points under guidance from L3 teams.
• Assist with network monitoring, incident resolution, and performance optimization.
• Participate in equipment installation, patching, and regular maintenance activities.
• Ensure adherence to IT security policies and company compliance standards.
• Maintain accurate asset records, update documentation, and assist during audits.
• Collaborate with global IT and infrastructure teams for escalation or remote support.

Technical Skills:

• Operating Systems: Windows 10/11, macOS (basic), Linux (basic).
• Applications: MS Office 365, Teams, OneDrive, Outlook, OneNote.
• Networking: TCP/IP, DNS, DHCP, VPN, VLAN, Routing & Switching fundamentals.
• Tools: Active Directory, SCCM, ServiceNow, Remedy, Remote Desktop tools.
• Hardware: Dell, HP, Lenovo, Cisco devices.
• Preferred Certifications: CompTIA A+, Network+, CCNA, ITIL Foundation.

Soft Skills:

• Strong communication and interpersonal skills.
• Excellent troubleshooting and analytical thinking.
• Ability to prioritize tasks and manage time effectively.
• Proactive, reliable, and customer-focused attitude.