Immediate hiring- IT Support

Job Description & Requirements

End user experience

• Serve as the first point of contact for IT-related incidents, service requests, and user enquiries via phone, email, chat, and ticketing systems.
• Provide Level 1 technical support for hardware, software, operating systems, applications, and connectivity issues.
• Troubleshoot common issues involving Windows 10/11, Microsoft 365, Outlook, Microsoft Teams, printers, and other business applications.
• Assist users with password resets, account lockouts, access requests, and basic account administration.
• Perform initial troubleshooting for LAN, Wi-Fi, VPN, DNS, DHCP, and other basic network connectivity issues.
• Log, categorize, prioritize, track, and update incidents and service requests in the IT service management (ITSM) system.
• Resolve incidents within agreed service-level agreements (SLAs) and escalate complex issues to Level 2/Level 3 support teams when required.
• Follow established troubleshooting procedures, knowledge base articles, and standard operating procedures.