Provide on-site and remote support to end-users by troubleshooting and resolving IT-related hardware, software, and network issues on laptops, desktops, and related peripherals.
Perform system installations, migrations, upgrades, and technical troubleshooting.
Address and resolve after-hours issues when required.
Take ownership of technical problems and collaborate with the team to resolve more complex issues (Level 1 support).
Participate in the service ticketing process, including task assignment, tracking, and scheduling.
Follow established SOPs to perform duties and escalate issues to Level 2/3 support when necessary.
Deliver helpdesk support through phone, email, and remote access tools.
Document troubleshooting procedures and resolution steps accurately.
Assist in delivering customer training sessions when needed.
Requirements
ITE or Diploma in Information Technology from a recognized institution.
1-2 years of experience in an IT support role.
Strong communication skills, with the ability to interact professionally with diverse users in person, over the phone, and in writing.
Practical experience in troubleshooting and problem analysis.
Ability to plan, organize, and prioritize tasks independently.
