Key Responsibilities

User Support & Incident Management

• Provide technical support for desktops, laptops, printers, mobile devices, and business applications.
• Respond to support requests through ticketing systems, email, phone, and in-person interactions.
• Diagnose, troubleshoot, and resolve hardware, software, and connectivity issues.
• Escalate complex issues to senior engineers or vendors when required.
• Maintain accurate records of incidents, service requests, and resolutions.

System Administration

• Install, configure, and maintain Windows operating systems and standard business applications.
• Manage user accounts, permissions, and access controls in Active Directory and Microsoft 365.
• Perform regular software updates, patch management, and system maintenance activities.
• Monitor system performance and proactively identify potential issues.

Network Support

• Assist in maintaining LAN, WAN, Wi-Fi, VPN, and internet connectivity.
• Troubleshoot network-related issues and coordinate with service providers when necessary.
• Support basic configuration and maintenance of switches, routers, and firewalls.

Hardware & Asset Management

• Install, configure, and deploy IT equipment for new employees.
• Perform hardware upgrades, repairs, and replacements.
• Maintain inventory records of IT assets and software licenses.
• Coordinate equipment procurement and warranty claims.

Cybersecurity Support

• Enforce IT security policies and procedures.
• Support endpoint protection, antivirus, MFA, and access management solutions.
• Assist with security awareness initiatives and user education.
• Report and respond to security incidents according to established procedures.

Documentation & Continuous Improvement

• Create and maintain technical documentation, user guides, and knowledge base articles.
• Develop standard operating procedures (SOPs) for common IT processes.
• Recommend improvements to enhance system reliability and user experience.

Required Qualifications

Education

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
• Relevant certifications are an advantage.

Experience

• 2 to 5 years of experience in IT support, helpdesk, or system administration roles.
• Experience supporting enterprise environments with Microsoft technologies.

Technical Skills

• Windows 10/11 administration and troubleshooting.
• Microsoft 365 administration (Exchange Online, Teams, OneDrive, SharePoint).
• Active Directory and Group Policy management.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Hardware and peripheral support.
• IT ticketing systems and remote support tools.
• Endpoint security and antivirus solutions.

Preferred Certifications

• Microsoft Certified: Modern Desktop Administrator Associate.
• Microsoft 365 Fundamentals (MS-900).
• CompTIA A+.
• CompTIA Network+.
• ITIL Foundation.

Soft Skills

• Excellent problem-solving and analytical abilities.
• Strong customer service orientation.
• Effective verbal and written communication skills.
• Ability to prioritize and manage multiple tasks.
• Team-oriented with the ability to work independently.
• Strong attention to detail and documentation.