Technical Support/Help Desk

• Deliver onsite and remote break-fix support for end-user IT equipment, including desktops, laptops, mobile devices, and peripherals.
• Fulfill service requests—such as hardware installations, upgrades, and configuration changes—promptly and efficiently.
• Log, update, and resolve all incidents and requests in accordance with defined SLAs, KPIs, and OLAs.
• Operate in alignment with ITIL best practices for incident, request, problem, and asset management.
• Collaborate with cross-functional IT teams to ensure effective resolution of interdependent issues.
• Maintain accurate records of end-user hardware and support tools, ensuring compliance with asset management processes.
• Participate in project deployments and roll-outs involving end-user technologies.
• Escalate complex or unresolved issues to appropriate teams while retaining ownership until closure.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 1-3 years of experience in the same field.
• Strong technical knowledge of end-user hardware (Windows laptops/desktops, mobile devices, printers).
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) preferred.
• ITIL Foundation certification advantageous.
• Working knowledge of Microsoft technologies, including Windows OS, Active Directory, Office 365, and basic networking concepts.
• Understanding of networking fundamentals: TCP/IP, WAN, LAN, WLAN, DNS, DHCP, NAT.