Key Responsibilities
Service Operations Support
- Assist in managing customer incidents and service requests through the service management system.
- Provide first-level technical support and initial troubleshooting for hardware, software, network, and Microsoft 365 issues.
- Escalate complex issues to senior engineers and track progress through to resolution.
- Ensure tickets are updated accurately and resolved within agreed service levels.
Monitoring & Maintenance
- Monitor customer systems, servers, network devices, and cloud services using monitoring tools.
- Respond to system alerts and perform basic troubleshooting.
- Assist with routine maintenance tasks such as patching, backup verification, and system health checks.
- Support preventive maintenance activities to ensure service reliability.
Customer Support
- Communicate professionally with customers via phone, email, and ticketing systems.
- Provide regular updates on incidents and service requests.
- Deliver excellent customer service and maintain positive working relationships with customers.
Documentation & Reporting
- Record troubleshooting steps, resolutions, and system updates in the ticketing platform.
- Maintain technical documentation, standard operating procedures, and knowledge base articles.
- Assist in preparing service reports and operational updates.
Learning & Development
- Participate in technical training and certification programs.
- Learn and apply ITIL-based service management practices.
- Continuously develop technical knowledge in cloud technologies, infrastructure, and managed services.
Requirements
Education
- Diploma or Bachelor's Degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.
- Fresh graduates are encouraged to apply.
Experience
- Fresh graduate or up to 2 years of experience in IT support, service desk, helpdesk, or technical support roles.
- Internship experience in IT support or infrastructure administration is an advantage.
Technical Knowledge
Basic understanding of:
- Windows operating systems
- Microsoft 365 applications and services
- Computer hardware and troubleshooting
- Networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi)
- Cloud computing concepts (Microsoft Azure or AWS preferred)
- IT ticketing systems and service management processes
Skills & Competencies
Technical Skills
- Basic troubleshooting and problem-solving skills
- Knowledge of Microsoft Windows and Microsoft 365
- Understanding of networking fundamentals
- Ability to follow documented procedures and processes
Soft Skills
- Strong customer service mindset
- Good verbal and written communication skills
- Eagerness to learn and develop new technical skills
- Ability to work effectively in a team environment
- Strong organizational and time management skills
- Positive attitude and willingness to take ownership of assigned tasks
Preferred Certifications
Candidates pursuing or holding any of the followingcertifications will have an advantage:
- ITIL Foundation
- Microsoft Certified Fundamentals (MS-900, AZ-900, SC-900)
- CompTIA A+
- CompTIA Network+
Key Performance Indicators (KPIs)
- Ticket response and resolution within SLA targets
- Customer satisfaction ratings
- Ticket documentation quality
- Attendance and participation in training programs
- Adherence to operational processes and procedures
Team collaboration and support effectiveness
