Deploy, configure and troubleshoot PC hardware, notebooks, MS Windows OS, O365, VPN clients, wireless access and Outlook email clients. Maintain hardware asset inventory and update configuration records for all deployed endpoints and peripherals.
Provide 1st and 2nd level technical support for end-user hardware, OS, applications and network issues via phone and email. Log, track and close all service requests and incidents in the ticketing system (e.g. ServiceNow/Freshservice) within agreed SLA timeframes. Escalate unresolved issues to L3 support with full documentation.
Perform basic network troubleshooting including TCP/IP, DNS, DHCP, VPN setup and wireless connectivity. Monitor endpoint network performance and report anomalies. Manage user accounts and access rights in Active Directory. Support routine network maintenance tasks including log review and access audits.
Configure and maintain user endpoints including OS settings, application configurations, VPN profiles, wireless profiles and printer mappings. Apply and document standard configuration baselines for all new and reimaged devices. Manage user account provisioning and access rights in Active Directory following approved change procedures.
Administer and monitor endpoint security tools including antivirus and anti-malware solutions. Detect and report security anomalies, suspicious activity or potential data breaches to the IT security team. Support containment actions for security incidents affecting end-user devices. Maintain audit logs and access records in compliance with security policies.
Identify and evaluate new applications and tools to improve IT support efficiency and user experience. Document standard operating procedures (SOPs) for routine helpdesk and desktop support tasks. Contribute to continuous improvement initiatives by tracking recurring issues and recommending permanent fixes.
Deliver user training and onboarding sessions on IT equipment, standard applications and cybersecurity best practices. Communicate clearly with end users to manage expectations on incident resolution timelines. Liaise with internal IT teams and external vendors on issue escalation and resolution.
Monitor and report on helpdesk SLA compliance including ticket resolution rates, response times and first-call resolution metrics. Generate weekly support performance reports for IT management review. Escalate SLA risks proactively and identify patterns in recurring incidents.
Gather and document user requirements for new IT systems, application enhancements and infrastructure changes. Liaise with business units to understand operational needs and translate them into IT support and implementation scope. Support evaluation of new tools and platforms against user requirements.
Requirements:
Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Network Engineering or a related discipline.
At least 2-3 years of experience in IT Helpdesk, Desktop Support, IT Support or End-User Computing.
Hands-on experience troubleshooting Windows desktops/laptops, Microsoft 365, Outlook, VPN, Wi-Fi, printers and common business applications.
Good understanding of TCP/IP, DNS, DHCP, VPN and basic network troubleshooting.
Experience with Microsoft Active Directory, including user account creation, access management, password resets and permission administration.
Familiar with IT ticketing or ITSM platforms such as ServiceNow, Freshservice, Jira Service Management or equivalent.
