Job Description
Provide L1/L2 desktop support for end users and resolve incidents within SLA.
Install, configure, and troubleshoot desktops, laptops, printers, and peripheral devices.
Install, upgrade, and maintain Windows operating systems and standard business applications.
Configure and manage network printers and print servers.
Troubleshoot Microsoft Outlook, Skype, VPN (FortiClient), and application-related issues.
Diagnose and resolve LAN, DNS, DHCP, Active Directory, and network connectivity issues using basic networking knowledge.
Create, update, and track incidents, service requests, and changes using ManageEngine Helpdesk.
Coordinate with hardware vendors for warranty claims and hardware issue resolution.
Configure VPN connectivity and provide remote user support.
Support Active Directory user account management and basic Windows Server administration
Maintain IT asset records and ensure timely closure of support tickets.
Deliver technical support while maintaining high customer service standards.
