Description

You manage end-user support requests and technical documentation for the IT infrastructure team.

This role is on-site.

Responsibilities

• Manage the full lifecycle of support tickets via email and web portals, providing updates until closure.
• Qualify and open tickets for event remediation and troubleshoot issues before triaging to higher-level support.
• Create and maintain Knowledge Base articles and technical documentation standards.
• Train other engineers on technical processes and documentation practices.

Required Skills

• 5+ years of experience in help desk and call-taking profiles.
• Proficiency with Active Directory and O365 Administration via the Office365 Admin Console.
• Strong troubleshooting skills for hardware, software, peripherals, and various operating systems.
• Experience supporting Okta, Lotus Notes, Salesforce, and Minitab.
• Advanced troubleshooting for Microsoft Office Suite and Outlook email client issues.
• Technical knowledge of utility software, including antivirus solutions.
• Strong written and oral English communication skills.
• Ability to work rotational shifts.

Preferred Skills

• Understanding of internal and external email flow issues.
• Experience with remote troubleshooting.

Key Skills

Education

Any Graduate