Core roles and responsibilities
1️⃣ Technical Support & Issue Resolution
- Provide advanced L1/L2 technical support for incidents and service requests
- Troubleshoot hardware, software, network connectivity, and system access issues
- Perform remote desktop support using industry-standard tools (e.g., SCCM, TeamViewer, RDP)
- Collaborate with specialist teams for escalation and complex issue resolution
2️⃣ IT Infrastructure & Systems Management
- Manage user accounts, permissions, and security groups in Active Directory, M365, Exchange
- Monitor service health dashboards and proactively address potential outages
- Support endpoint configuration, patching, antivirus, and compliance policies
- Maintain knowledge of ITIL processes and ensure SLA adherence
3️⃣ Ticketing & Service Quality
- Work efficiently using ITSM tools (ServiceNow, Jira, Manage Engine, Fresh service, etc.)
- Maintain high ticket quality with proper description, root cause, and documentation
- Ensure timely updates and closure of tickets as per priority & SLA
4️⃣ End-User Training & Support
- Guide users on best practices, usage of devices, applications, and collaboration tools
- Conduct onboarding & orientation support for new employees (setup laptops, Email, VPN, MFA)
- Create and maintain knowledge base articles for recurring support queries
5️⃣ Incident & Change Management
- Participate in problem review calls, RCA discussions, and change implementation planning
- Assist with planned upgrades, migrations, and IT rollouts to minimize business impact
6️⃣ Team Leadership & Mentoring
- Support junior engineers with guidance and technical expertise
- Act as a point of escalation within the service desk team
- Contribute to process improvement and automation initiatives
7️⃣ Customer Service & Communication
- Maintain high professionalism, empathy, and strong communication with users
- Provide real-time status updates and ensure excellent customer experience
- Manage VIP/Executive support with priority attention
Additional Competencies
- Strong understanding of Windows/Mac OS, Networking (DNS/DHCP/VPN), MFA, O365
- Ability to work in 24/7 or shift environments if required
- Analytical thinking to identify recurring issues & recommend long-term fixes
