Provide
L1 & L2 technical support
to end users for hardware, software, and peripheral issues.
Install, configure, and maintain
desktops, laptops, printers, and mobile devices
.
Troubleshoot
Windows OS, MS Office, Outlook/Exchange, and basic networking issues
.
Manage
user accounts, profiles, and permissions
through
Active Directory
.
Handle
incident and service request tickets
using ITSM tools like
ServiceNow, BMC, JIRA
, etc.
Provide
remote and onsite support
as required.
Install, configure, and troubleshoot
VPNs, LAN/WAN, and Wi-Fi
connectivity.
Ensure
timely resolution
of issues within defined SLAs.
Support
software deployments, updates, and patching
.
Escalate unresolved issues to L3 support or vendors as needed.
Maintain asset inventory and documentation of support processes.

Required Skills & Experience:

3–6 years of experience in
Desktop Support / IT Support
roles.
Strong knowledge of
Windows 10/11
, Microsoft Office Suite, Outlook/Exchange.
Experience with
Active Directory, DNS/DHCP basics, VPN, and remote support tools
.
Familiarity with
ticketing systems
and SLA-driven environments.
Good communication and interpersonal skills.
Ability to support users in a
corporate enterprise environment
.

Nice to Have:

Certifications like
MCP, MCSA, CompTIA A+/N+, ITIL v4
.
Knowledge of
IT asset management
.
Experience in supporting
video conferencing tools (Zoom, Teams, etc.)
.
Exposure to tools like
SCCM
, software deployment, or disk imaging.
Role & responsibilities

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