• Serve as the initial contact for users seeking technical assistance via phone, email, chat, or ticketing system.

• Perform basic troubleshooting for hardware, software, network connectivity, and user-access issues.

• Log, categorize, and prioritize incoming tickets accurately in the ITSM system.

• Provide step-by-step guidance to users for simple issues (password resets, account lockouts, basic application errors).

• Escalate unresolved or complex issues to L1/L2 support teams with proper documentation.

• Monitor ticket queues and ensure SLA compliance.

• Maintain knowledge base articles for common issues and solutions.

• Assist with onboarding tasks, such as account setup and device preparation.

• Communicate clearly with users, ensuring a positive support experience.

Desired Candidate Profile

• Required Skills & Qualifications

  • Basic understanding of Windows/Mac OS, MS Office, and common business applications.

  • Familiarity with network basics (Wi-Fi, LAN, VPN).

  • Ability to follow troubleshooting scripts and standard operating procedures.

  • Strong communication and customer service skills.

  • Ability to multitask and work in a fast-paced environment.

  • Prior experience in a helpdesk or customer support role is a plus.

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  Preferred Qualifications

  • IT certifications like CompTIA A+, ITIL Foundation, or equivalent.

  • Experience with ticketing systems (ServiceNow, Jira, Freshservice, etc.).

  • Basic understanding of Active Directory, user provisioning, and password policies.

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  Key Attributes

  • Patient and user-focused

  • Detail-oriented

  • Quick learner

  • Team player

  • Reliable and punctual