Role & responsibilities

Technical Support & Issue Resolution:

- Provide in office and remote support for desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot and resolve Level 1 and Level 2 technical issues related to Windows, Mac OS, Microsoft 365, VPN, and collaboration tools (e.g., Teams, Zoom).
- Resolve incidents and service requests within SLA using ITSM tools.
- Troubleshoot system//network connectivity issues including VPN, Wi-Fi, and wired LAN.
- Provide support for Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive, etc.).
- Maintain and troubleshoot endpoint security tools (antivirus, encryption, MDM, etc.).

User Management & Device Lifecycle:

- Perform user account provisioning and deprovisioning via Active Directory
- Support onboarding/offboarding of employees including device setup, orientation, and handover.




- Assist in managing the inventory of IT assets and ensure timely documentation and updates.
- Manage device lifecycle including procurement, deployment, maintenance, and disposal.

System Maintenance & Compliance:

- Ensure endpoints are patched, secured, and compliant with company policies.
- Administer MDM/endpoint management tools such as Intune.
- Maintain accurate documentation of configurations, asset tracking, and issue logs.

Collaboration & Escalation:

- Liaise with global/regional IT teams for issue escalation and problem resolution.
- Collaborate with security and infrastructure teams on compliance, monitoring, and IT audits.

Participate in global IT projects, rollouts, and upgrades as a local resource.

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