Job Description

Job Description & Requirements

End user experience

Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
Assist users with password resets, account lockouts, access requests, and basic account administration.
Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues.
Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
Resolve incidents within agreed service-level agreements (SLAs) and escalate complex issues to Level 2/Level 3 support teams when required.
Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.