Roles Responsibilities
- Provide Level 2 support for Windows desktops and laptops (hardware software).
- Configure, troubleshoot, and support Microsoft Outlook, Exchange/IMAP email accounts, and mobile email setup
- Use critical thinking and logical probing techniques to identify the root causes of issues
- Provide remote support to end-users with varying levels of technical proficiency.
- Guide users with patience and empathy, especially those who are not tech-savvy.
- Document troubleshooting steps and resolutions in the ticketing system
- Collaborate with other IT team members for systemic issue resolution
- Ensure adherence to IT policies, processes, and security standards
Required Skill Set
- Minimum 1 year of experience in IT desktop support or L2 technical support role.
- Strong knowledge of Windows 10/11, MS Office, and common desktop applications.
- Experience in email client configuration and email protocol handling.
- Proficient in network printer setup, print server management, and troubleshooting.
- Excellent interpersonal and communication skills, especially with non-technical users.
- Ability to multitask and manage time efficiently in a fast-paced environment
This job is provided by Shine.com
