Job Summary

Provide technical support to end users by diagnosing and resolving hardware, software, network, and Microsoft 365-related issues. Ensure timely resolution of incidents and service requests, maintain high levels of customer satisfaction, and support the organizations IT infrastructure through effective troubleshooting, user administration, and adherence to service management processes. Ensuring full adherence to all IT and security compliance requirements.

This role requires strong technical expertise, problem-solving skills, and a customer-centric approach to deliver reliable and efficient IT support services.

Support Model: Rotational shifts with mandatory in office support; work-from-home is not applicable.

Support Model: Rotational shifts with mandatory Work from Office only. Work-from-home is not applicable.
Responsibilities
- Install, configure, and maintain Windows/Mac OS desktops/laptops, printers, and mobile devices.
- Document incidents, resolutions, and procedures.
- Support onboarding and offboarding activities.




- Configure and support mobile devices using Mobile Device Management (MDM) solutions.
- Investigate and resolve complex desktop, application, and network issues.
- Manage incident, problem, and change tickets according to ITIL processes.
- Administer Microsoft 365, Azure AD, Intune, and endpoint management platforms.
- Create technical documentation and knowledge base articles.
- Collaborate with infrastructure, security, and application teams.
- Handle critical and high-priority incidents.
- Perform root cause analysis and implement preventive measures.
- Coordinate with vendors and third-party support teams for hardware repairs and warranty services.
- Leadership and stakeholder management skills.
- Provide remote troubleshooting support.
- Communicate effectively with users regarding ticket status.
- Deliver excellent customer service while meeting defined Service Level Agreements (SLAs).
- Support conference room technologies, v

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