Key Responsibilities
Technical Support
- Provide Level 1 - 2 technical support for desktops, laptops, mobile devices, and peripherals (printers, monitors, docking stations, etc.).
- Install, configure, and maintain Windows/macOS operating systems and approved software applications.
- Troubleshoot hardware failures, network connectivity issues, and system errors in a timely manner.
- Support video conferencing systems, VPN access, and remote users.
User Support & Customer Service
- Serve as the primary point of contact for IT-related queries via walkins, ticketing system, email, or phone.
- Educate users on best practices, security policies, and system usage when needed.
- Maintain an excellent customer service standard and ensure user issues are resolved effectively.
System Administration & Maintenance
- Perform regular patching, updates, and preventive maintenance.
- Assist with user account setup, access management, and permissions in Active Directory/Microsoft 365.
- Monitor asset inventory and maintain accurate records of devices, licenses, and equipment loans.
Operations & Collaboration
- Escalate complex issues to senior engineers or relevant teams as needed.
- Support IT projects such as hardware refresh, system upgrades, deployments, and office moves.
- Document troubleshooting procedures, knowledge-base articles, and ticket resolutions.
Qualifications
Required
- Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
- 1-3 years of experience in desktop or IT support.
- Strong understanding of:
- Windows and/or macOS environments
- Microsoft365 / Azure AD
- Basic networking (DNS, DHCP, TCP/IP)
- IT ticketing systems
- Solid troubleshooting and analytical skills.
- Good communication and customer service mindset.
Preferred
- Certifications such as CompTIA A+, Network+, or Microsoft certifications (e.g., MD102).
- Experience in enterprise environments with standardized IT policies.
- Familiarity with ITIL or service management best practices.
Key Competencies
- Problem-solving and critical thinking
- Ability to multitask in a fast-paced environment
- Strong attention to detail
- Team-oriented and collaborative
- Patient and user-focused approach
Working Conditions
- Onsite role (with occasional remote support responsibilities)
- May require occasional after-hours or weekend support during maintenance windows or urgent incidents.
