• Provide L1/L2 support for desktops, laptops, printers, and peripherals.

• Troubleshoot hardware and software-related issues.

• Resolve operating system issues (Windows/Mac).

• Install, configure, and maintain end-user systems.

• Create and manage user accounts.

• Password reset and access troubleshooting.

• Configure email accounts (Outlook/O365).

• Install and troubleshoot business applications.

• Support Microsoft Office / O365 applications.

• Perform software upgrades and patching.

• Troubleshoot LAN/Wi-Fi/VPN connectivity issues.

• Coordinate with network teams for escalations.

• Install antivirus/endpoint security.

• Ensure compliance with IT policies.

• Support MFA, VPN, and endpoint protection.

• Handle incidents and service requests through ticketing systems.

• Maintain proper documentation and update tickets.

• Meet SLA response and resolution timelines.

• Coordinate with vendors for repairs, replacements, and support.

Technical Skills Required

• Windows 10/11, basic Windows Server knowledge

• Microsoft 365 / Outlook

• Active Directory (basic user management)

• Basic networking (IP, DNS, DHCP, Wi-Fi)

• Printer and peripheral troubleshooting

• Remote support tools

• Antivirus/endpoint management

Desired Candidate Profile

• Good communication skills
• Problem-solving ability
• Customer service mindset
• Ability to work under pressure