Description

Key Skills: Azure, Windows, macOS, Android, Microsoft 365, Teams, Desktop Support, Customer Support, ITSM, ITIL, GRC

Roles & Responsibilities:

• Provide end-user IT support with a strong customer-first approach
• Manage and track support requests through ticketing systems using ITIL/ITSM practices
• Deliver Tier 1/2 support for desktops, devices, and workplace technologies
• Troubleshoot and support Windows, macOS, iOS, and Android environments
• Provide support for Microsoft 365 tools including Teams and collaboration platforms
• Utilize Azure knowledge to assist with cloud-based user support
• Handle service requests via tickets, emails, and direct user interactions
• Communicate effectively with users and internal teams regarding issue status and resolution
• Create and maintain IT documentation, SOPs, and troubleshooting guides
• Escalate unresolved issues within SLA timelines
• Support IT projects, hardware setup, remote support, and device replacements
• Improve service delivery, turnaround time, and user satisfaction
• Maintain accurate ticket records, time tracking, and documentation
• Continuously upskill and stay updated with relevant technologies

Experience Required:

• 6 - 7 years of experience in IT support or service desk roles
• Strong experience in desktop support and end-user troubleshooting
• Hands-on experience with Windows, macOS, and mobile platforms
• Experience with Microsoft 365 and collaboration tools like Teams
• Basic knowledge of Azure and cloud support environments
• Familiarity with ITIL/ITSM processes and ticketing tools
• Strong communication, problem-solving, and customer service skills
• Experience working in enterprise IT environments

Education: BS or MS in Information Technology or related field

Key Skills

Education

Any Graduate