1. Experience in IT Service Desk Support (L1/L2)
2. Proficiency in Ticketing Tools (ServiceNow, BMC Remedy, JIRA, or equivalent)
3. Knowledge of ITIL Processes (Incident, Request, Problem, Change Management)
4. Basic Troubleshooting Skills (Windows, Mac, Network, VPN, Active Directory, Email, Printers)
5. Experience with Remote Support Tools (RDP, SCCM, Bomgar, TeamViewer)
6. Solid Communication & Customer Service Skills