Job Summary

We are seeking a proactive and customer-focused Tech Support Analyst to provide technical assistance to internal users and clients. The ideal candidate will be responsible for troubleshooting hardware, software, network, and application-related issues while ensuring timely resolution and excellent customer service. This role requires strong technical knowledge, analytical thinking, and effective communication skills.

Key Responsibilities
- Provide Level 1 and Level 2 technical support via phone, email, chat, and remote desktop.
- Diagnose and resolve hardware, software, operating system, printer, and network-related issues.
- Install, configure, and maintain desktops, laptops, software applications, and peripheral devices.
- Manage and resolve support tickets within defined Service Level Agreements (SLAs).
- Escalate complex technical issues to senior engineers or relevant teams when required.
- Support user account management, password resets, and access permissions.
- Document incidents, resolutions, and troubleshooting steps in the ticketing system.




- Perform system updates, software installations, and routine maintenance activities.
- Coordinate with vendors and internal teams for issue resolution and equipment replacement.
- Maintain IT asset inventory and ensure compliance with company IT policies.

Required Qualifications
- Bachelor's degree or Diploma in Computer Science, Information Technology, or a related field.
- 2–4 years of experience in Technical Support, IT Helpdesk, or Desktop Support.
- Experience supporting Windows operating systems and Microsoft Office 365.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
- Familiarity with Active Directory, remote support tools, and ticketing systems (ServiceNow, Freshservice, Jira, Zendesk, or similar).
- Excellent verbal and written communication skills.
- Robust analytical, troubleshooting, and customer service skills.

Preferred Skills
- Knowledge of ITIL processes.
- Expe

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