Key Responsibilities:
Technical Support:
- Provide timely technical support for user issues, aiming for a high first-call resolution rate.
- Troubleshoot and resolve basic hardware and software issues, including operating systems, corporate applications, and peripheral devices.
- Escalate complex issues to specialized IT teams (Network, System Administration, Development) as needed, ensuring proper follow-up and resolution.
User System Maintenance:
- Manage user accounts, including provisioning, de-provisioning, access control, and password resets within various environments (Microsoft Active Directory, Linux).
- Perform routine system health checks and regular maintenance tasks for hardware and software.
- Assist in the setup and configuration of new employee workstations (desktops, laptops, mobile devices).
Technical Knowledge & Exposure:
- Assist with troubleshooting related to cloud services (AWS, Azure) and basic system administration.
- Monitor and escalate security alerts, assist in managing endpoint protection tools, and educate users on security best practices.
Documentation & Ticketing:
- Manage and handle technical issues through a professional ticketing system (e.g., Jira).
- Ensure all technical issues and requests are tracked, documented, and resolved in a timely manner.
Required Qualifications:
- 1-3 years of experience in an IT Service Desk, Help Desk, or technical support role.
- Proven experience with ticket management and troubleshooting using ticketing systems (e.g., Jira).
- Hands-on experience with user account management and troubleshooting in Microsoft environments (Windows OS, Office 365).
- Exposure to Linux operating systems is highly desirable.
- Familiarity with Cloud Technologies (AWS, Azure) and/or Cybersecurity monitoring.
- Strong verbal communication, active listening, and customer service skills.
- Ability to think critically, troubleshoot effectively, and solve problems under pressure.
- Relevant certifications (e.g., CompTIA A+, ITIL Foundation) are an advantage.
Preferred Skills:
- Experience with system administration and cloud platforms (AWS, Azure).
- Familiarity with cybersecurity best practices and endpoint protection tools.
- Knowledge of Linux operating systems and user management.
