Must Have Technical / Functional Skills
- Respond to user queries via email, or in-person.
- Provide troubleshooting for hardware and software issues.
- Assist with password resets and account unlocks.
- Install, configure, and maintain desktop and laptop computers.
- Imaging / Reimaging of laptops
- Placing requests for laptop / desktop / accessories and shipping them.
- Provide support for standard office applications and tools.
- Install software applications approved by Security team.
- Document issues and solutions in the ticketing system.
- Escalate complex issues to L2 / L3 support when necessary.
- Maintain inventory of IT equipment and software licenses.
- Assist in the onboarding process by setting up new user accounts and workstations.
- Provide training and guidance to users on basic IT processes and tools.
- Handle escalated issues from Service Desk.
- Perform advanced troubleshooting and diagnostics of hardware and software tools
- Support network connectivity issues including VPN and wireless connectivity.
- Assist with the deployment and configuration of software and hardware.
- Maintain and support equipment for meetings and conferences.
- Collaborate with other IT teams for system upgrades and project implementations.
- Ensure compliance with company policies and procedures.
Experience Required :
- Proven experience in a desktop support role (L1 and / or L2).
- Strong knowledge of Windows and Mac operating systems.
- Experience with Microsoft Office Suite and other common business applications.
- Familiarity with Active Directory, remote desktop tools, and VPN solutions.
- Basic understanding of networking principles (TCP / IP, DNS, DHCP).
- Excellent problem-solving skills and attention to detail.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Experience with ticketing systems and IT service management (ITSM) tools.
- Ability to handle multiple tasks and prioritize effectively.
- Must be able to lift and move computer equipment and accessories from one location to another.
- Must be able to work in a fast-paced environment and manage multiple tasks simultaneously.
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