Deliver Level 1 support for hardware, software, and services as per contract
Troubleshoot and resolve issues related to OS, Email (Outlook/Exchange/Lotus), Networking (VPN/Connectivity), O365, VMware, and collaboration tools (Teams, Webex, Slack)
Handle password resets, entitlement checks, and incident logging in ticketing tools
Escalate issues to appropriate teams while acting as the client’s advocate
Manage service outages and update status messages
Maintain software license and hardware inventory records
Meet SLAs, SLOs, and KPIs with high customer satisfaction
Requirements
Excellent verbal & written English communication
Strong customer service and troubleshooting skills
Knowledge of Windows, macOS, O365, VMware, Networking, Internet Security, and collaboration tools