Tech Lead

Purpose

• Serve as the first point of contact for users via phone, email, chat, or ticketing system.


• Log, categorize, and prioritize incidents and service requests in the ITSM tool (e. g. , ServiceNow, AWS Connect).


• Perform initial troubleshooting and provide resolution for standard issues (password resets, access issues, basic hardware/software troubleshooting, network connectivity).


• Escalate unresolved incidents to L2 or relevant resolver groups, following defined SLAs.


• Provide regular ticket status updates to users.


• Document known issues and workarounds in the Knowledge Base.


• Follow defined incident and request management processes (ITIL standards).


• Adhere to security and compliance guidelines during issue handling.

Required Skills

• Strong knowledge of Windows/Mac OS, MS Office/O365, VPN, Active Directory, and common enterprise applications.

  Basic understanding of networking concepts (LAN/WAN, DNS, DHCP, Wi-Fi).

  Familiarity with ITSM tools (ServiceNow, JIRA, Remedy, AWS Connect preferred).

  Excellent communication skills (written & verbal) in English.

  Strong problem-solving and analytical abilities. Customer service orientation with the ability to handle pressure.

  Qualifications & Experience

  Graduate in Computer Science, IT, or related field (or equivalent work experience). 2-4 years of experience in IT Helpdesk/Service Desk or customer support role. ITIL Foundation certification (preferred).

  2. L2 Service Desk Engineer / Team Lead