Job Description

Roles & Responsibilities

Desktop and End-User Support

• Provide onsite and remote technical support to end users.

• Install, configure, and troubleshoot desktops and laptops.

• Diagnose hardware, operating system, and application-related issues.

• Perform basic hardware troubleshooting for laptops, desktops, monitors, docking stations, keyboards, and peripherals.

• Install and configure approved business applications.

• Support user profile and workstation configuration.

• Perform basic system health checks and preventive maintenance.

• Support Windows updates, drivers, and endpoint configuration.

• Maintain accurate records of IT incidents and support activities.

Windows 11 Support

• Install, configure, and troubleshoot Windows 11 Professional.

• Resolve Windows startup, login, profile, performance, and application issues.

• Configure local and organizational user profiles.

• Perform Windows Update troubleshooting.

• Troubleshoot device drivers and peripheral connectivity.

• Support basic BitLocker-related user issues and escalate recovery or policy issues when required.

• Perform basic operating system repair and recovery activities.

• Rebuild and reconfigure user devices based on approved procedures.

Microsoft 365 and Outlook Support

• Install and configure Microsoft 365 desktop applications.

• Configure and troubleshoot Outlook user profiles.

• Support email account configuration and synchronization issues.

• Troubleshoot Outlook connectivity, search, indexing, and profile-related problems.

• Configure shared mailboxes and calendars based on approved access permissions.

• Support Microsoft Teams user configuration and basic troubleshooting.

• Assist users with OneDrive synchronization issues.

• Troubleshoot Microsoft 365 application activation and sign-in issues.

• Escalate tenant-level, licensing, security, and administrative issues to the relevant support team.

Basic Network Troubleshooting

• Perform first-level troubleshooting of wired and wireless network connectivity.

• Diagnose basic LAN, Wi-Fi, DNS, DHCP, and IP connectivity issues.

• Perform connectivity testing using standard troubleshooting tools and commands.

• Check network cables, patch connections, switch ports, and endpoint connectivity.

• Assist with basic Wi-Fi connectivity and authentication issues.

• Identify whether an issue is related to the endpoint, local network, internet connection, or upstream service.

• Coordinate with network engineers and internet service providers for advanced network issues.

• Provide basic support for network printers and IP-connected office devices.

Printer and Peripheral Support

• Install and configure network and local printers.

• Troubleshoot basic printing, scanning, driver, and connectivity issues.

• Coordinate with the printer service provider for hardware or managed print issues.

• Support meeting room peripherals and basic audio/video connectivity where required.

User Account and Access Support

• Provide first-level support for user login and password-related issues.

• Assist with Microsoft 365 user sign-in and multi-factor authentication issues.

• Support device onboarding and offboarding activities.

• Configure user workstations for new employees.

• Ensure devices are prepared according to approved IT standards.

• Escalate account creation, licensing, and privileged access requests to authorized administrators.

IT Asset and Documentation Support

• Maintain basic IT asset inventory for desktops, laptops, monitors, and peripherals.

• Record device allocation and user assignment information.

• Maintain documentation of common IT issues and resolutions.

• Update network and IT asset information when changes are identified.

• Assist with periodic IT inventory and equipment verification.

• Ensure IT equipment is properly labelled and tracked.

Incident and Service Support

• Respond to user IT support requests within agreed service timelines.

• Troubleshoot and resolve Level 1 and basic Level 2 technical issues.

• Document incidents, troubleshooting activities, and resolutions.

• Escalate complex infrastructure, network, security, and cloud issues to the relevant technical team.

• Follow up on escalated incidents until service restoration.

• Provide regular updates to users regarding incident status.

Desired Candidate Profile

• Strong knowledge of Windows 11 desktop support.

• Good understanding of Microsoft 365 desktop applications.

• Hands-on experience with Outlook configuration and troubleshooting.

• Microsoft Teams and OneDrive support knowledge.

• Good Understanding of TCP/IP, IP addressing, DNS, DHCP, LAN, and Wi-Fi concepts.

• Ability to perform basic network connectivity troubleshooting.

• Experience supporting desktops, laptops, printers, Network and office peripherals.

• Familiarity with remote support tools.

• Good Understanding of endpoint security and antivirus solutions.

• Good understanding of IT service management and incident handling.