• Handle customer calls and ensure smooth operation of desktop computers, laptops, and related devices
• Resolve hardware and software issues to maintain productivity
• Troubleshoot and resolve issues related to hardware components (CPU, RAM, storage, peripherals)
• Ask targeted questions to diagnose problems
• Guide users with simple, step-by-step instructions
• Install, configure, and maintain operating systems (Windows, macOS)
• Deploy and support software applications (productivity suites, antivirus, security tools)
• Provide technical assistance with printers, scanners, and other peripherals
• Troubleshoot network connectivity issues, including wireless and wired connections
• Configure network settings and troubleshoot VPN connections
• User Account Management - Create, modify, and delete user accounts
• Manage user permissions and access rights
• Provide remote technical support using tools like TeamViewer or Remote Desktop
• Visit user workstations to resolve hardware or software issues that cannot be addressed remotely
• Proactively analyze root causes for repeated incidents
• Track and manage IT assets including computers, peripherals, and software licenses
• Create and maintain technical documentation, KBs for troubleshooting procedures and user guides
• Provide management reports (Statistics, Trend analysis, Corrective Action)
• Perform remote software distribution
• Improve skills in line with new technology rollouts in the IT Department
• Gather user requirements, analyze them and make recommendations
• Identify misuse and misappropriation of IT assets and report violations to IT Management
• Perform other duties and responsibilities as assigned by line Manager

Desired Candidate Profile

• Knowledge of Microsoft products and ITIL Processes (mandatory ITIL certification Foundation level or higher)
• Experience with ticketing systems (ServiceNow, HPSM, Manage Engine, Ivanti)
• Experience with remote support tools (TeamViewer, Remote Desktop)
• Familiarity with cloud platforms (AWS, Azure, Google Cloud)
• Experience with Active Directory, Exchange, and Office 365
• Ability to explain technical concepts clearly to non-technical users
• Effective listening skills
• Patience, empathy to deal with frustrated or anxious users
• Ability to build rapport and trust with end-users
• Ability to work effectively as part of a team
• Willingness to share knowledge and assist colleagues
• Ability to adapt to changing priorities and work environments
• Openness to learning new technologies and processes
• Adaptability to work outside regular business hours for critical systems
• Strong commitment to continuous learning and professional development