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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