Key skills
Communication
About this role
Role Overview
- Provide first-level technical support to end-users across hardware, software, and network issues
- Log and prioritize support tickets with accuracy and detail, following organizational standards
- Troubleshoot common endpoint, software, and network connectivity issues supported by company standards
- Support onboarding and offboarding processes for hardware and software access
- Support remote user requests, including VPN, email, and desktop support activities
- Follow standard operating procedures to resolve issues efficiently and effectively
- Escalate complex incidents to Tier 2 or Tier 3 support teams while providing detailed documentation
- Maintain regular communication with users, stakeholders, and support teams regarding incident status and resolution timelines
- Support hardware inventory updates, access provisioning, and basic system administration activities
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
- 2 to 5 years supporting enterprise IT environments or service desk roles supporting hardware and software issues
- Basic knowledge of Windows OS, enterprise applications, and networking concepts
- Certification such as CompTIA A+ or ITIL Foundation (preferred)
- Experience supporting remote or distributed user environments supporting enterprise applications
Benefits
- Flexible workplace arrangements
- Professional development programs