- Provide first-level technical support via phone, email, chat, or ticketing tools.
- Troubleshoot basic hardware, software, network, and application issues.
- Log, categorize, and track incidents in the ITSM/ticketing system.
- Resolve common issues such as password resets, user account unlocks, software installations, and printer issues.
- Escalate unresolved or complex incidents to the L2 support team.
- Monitor tickets to ensure SLA compliance.
- Maintain accurate documentation of issues and resolutions.
- Deliver excellent customer service while communicating with users.
Required Skills
- Basic knowledge of Windows, Microsoft Office, and networking fundamentals.
- Familiarity with Active Directory and Office 365 (preferred).
- Knowledge of ticketing tools such as ServiceNow, Jira, or Remedy.
- Robust communication and troubleshooting skills.
- Ability to work in rotational shifts, if required.
Skills: Active Directory, Hardware Support, Office 365