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.