Description

You will provide first-line technical support for end-users, resolving the majority of incoming technical requests on initial contact.

This role is on-site.

Responsibilities

• Resolve 70-80% of incoming technical requests during first contact.
• Maintain detailed records of all support interactions using ITSM tools like ServiceNow.
• Troubleshoot software installations, connectivity, and access issues remotely.
• Escalate complex issues to appropriate specialists with clear, actionable notes.
• Contribute to and maintain internal knowledge base documentation.

Required Skills

• Proficiency in Windows 10/11 and macOS environments.
• Strong troubleshooting experience with Microsoft 365 (Outlook, Teams, Excel).
• Solid understanding of TCP/IP, DNS, VPN clients, and network basics.
• Basic experience administering Active Directory or Azure AD functions.
• Hands-on troubleshooting of desktop and laptop hardware.
• Experience utilizing ITSM ticketing systems.
• Ability to translate technical issues into simple, non-jargon language.
• Proven ability to multitask while documenting support interactions.

Preferred Skills

• CompTIA A+ or Network+ certification.
• Background in Help Desk support within a corporate setting.

Key Skills

Education

Any Graduate