KEY ACCOUNTABILITIES:

User Support & Issue Resolution:

Provide technical support to end-users via phone, email, remote tools, and on-site visits.Troubleshoot desktop/laptop issues, software problems, printers, mobile devices, and network connectivity.Log all incidents and service requests in the IT Care system with accurate details and timely updates.

Incident & Request Management:

Monitor and manage assigned tickets to ensure SLA compliance.Escalate unresolved or critical issues to the CS Supervisor or higher-level support.Follow up with users to ensure issue resolution and satisfaction.

Installation & Setup:

Install and configure computer hardware, operating systems, software applications, and peripherals.Assist with onboarding of new users: workstation setup, account configuration, and IT orientation.

IT Asset Handling:

Assist in maintaining the inventory of IT equipment and accessories.Support the team with asset tagging, documentation, and tracking of hardware movement.

System Monitoring & Maintenance:

Perform routine checks on systems, patch updates, and antivirus compliance.Report any suspicious behavior or security concerns to the Supervisor.

Documentation & Knowledge Base:

Maintain documentation of known issues and solutions for reference.Contribute to the internal IT knowledge base and support process documentation.

Compliance & Communication:

Follow IT policies, procedures, and security standards.Maintain a professional and helpful attitude when supporting users.

SKILLS & COMPETENCIES:

Technical:

Proficient in Windows OS, Microsoft Office, and basic networking (IP, DNS, DHCP).Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, RDP).Understanding Active Directory, user account management, and email clients (Outlook).

Behavioral:

Strong communication and customer service skills.Problem-solving mindset and attention to detail.Ability to multitask and prioritize under pressure.Team player with a willingness to learn and grow.

QUALIFICATIONS & EXPERIENCE:

Education:

Diploma or Bachelor’s degree in IT, Computer Science, or a related field.

Experience:

1 to 3 years of experience in a helpdesk, desktop support, or IT support role.Certifications (Preferred):CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation.