Role & responsibilities : Provide technical assistance to users via phone, email, remote access, and in-person support for hardware, software, and network-related issues. Install, configure, and maintain desktops, laptops, printers, scanners, operating systems, and other peripherals. Troubleshoot and resolve common IT issues, including connectivity problems, hardware malfunctions, and software errors. Diagnose and investigate system failures, identifying root causes and applying effective solutions. Maintain and track IT hardware and software inventory, ensuring accurate records of all assets. Escalate unresolved or critical issues to higher-level support or specialized teams, following standard escalation procedures. Assist in onboarding new employees by setting up IT systems and providing basic training on tools and applications. Document all support activities, technical issues, and resolutions in the IT service management system. Technical Skills: Hardware installation and troubleshooting (PCs, laptops, printers, scanners) Operating system support (Windows, macOS, basic Linux knowledge) Software installation and configuration (MS Office, antivirus, enterprise tools) Basic networking (LAN/WAN, IP configuration, DHCP/DNS) Internet connectivity troubleshooting (wired/wireless) Remote support tools (e.g., TeamViewer, AnyDesk, Remote Desktop) Ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Desk) Active Directory basics (user creation, password resets) Email client configuration (e.g., Outlook, Gmail for business) IT asset management Soft Skills: Strong communication and interpersonal skills Problem-solving and analytical thinking Patience and customer service orientation Ability to prioritize and manage time effectively Attention to detail Team collaboration
