IT Support Executive

Role & responsibilities

• IT Service Desk (L1/L2): Own tickets from intake to closure; meet SLAs; provide onsite and remote support.
• Microsoft 365 & Identity: User onboarding/offboarding, password resets, mailbox/Teams/OneDrive support, basic Azure AD/Intune device enrollment.
• Endpoint & Classroom Support: Windows/macOS/iPad troubleshooting, printers, smart boards/projectors, exam setups, etc.
• Network & WiFi Triage: Basic checks on Meraki Dashboard (AP/client health), SSID issues, VLAN/IP conflicts, escalate to Network team with clear notes.
• Security Hygiene: Ensure Sophos AV is healthy, signatures updated; respond to alerts; assist with policy deployment.
• CCTV & NVR Support: Firstlevel checks on cameras/NVR streams, power/PoE issues, coordinate with vendor for replacements.
• Backup/DR Touchpoints: Verify Commvault job status dashboards daily; raise incidents on failures; assist with endpoint backup agent issues.
• Application Support: School ERP/HRMS/Tally etc basic troubleshooting, client install/patching, coordinating with vendors for any issues.
• Asset & Lifecycle: Issue/return devices, maintain inventory (IMEI/Serial/MAC), tagging, warranty/AMC tracking.
• Documentation: Update knowledge base articles, SOPs, and change logs; maintain accurate ticket notes.
• Compliance & Safeguarding: Follow data privacy guidelines, SOPs and acceptable use policies during all support interactions.

Preferred candidate profile

• Strong Windows 10/11 troubleshooting; basic macOS/iPadOS support.
• Handson with O365 basics: Exchange/Teams/SharePoint/OneDrive enduser issues.
• Understanding of AD, DNS, DHCP; ability to read IP addressing, gateways, and VLAN basics.
• WiFi troubleshooting (client side): 802.1x/PSK auth, roaming, captive portal, and RF basics.
• Clear written/verbal communication; ability to guide nontechnical users calmly in IT Helpdesk environment.