Description

You provide Tier 1 and Tier 2 end-user support for IT incidents and service requests.

This role is on-site.

Responsibilities

• Troubleshoot hardware and software issues across Windows and macOS laptops, desktops, and mobile devices.
• Manage user account access, including MFA resets, group permissions, and application provisioning.
• Support device lifecycle activities such as deployment, inventory updates, onboarding, and offboarding.
• Maintain accurate ticket documentation and knowledge base entries in the ITSM platform.
• Escalate complex issues with clear context and suggest automation to reduce ticket volume.

Required Skills

• 2–4 years of experience in IT support or service desk roles.
• Strong troubleshooting skills for Windows and macOS environments.
• Familiarity with identity and endpoint management tools: Google Workspace, Okta, Azure AD, Intune, JAMF.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Knowledge of ITIL fundamentals (incident, request, escalation, knowledge management).
• Ability to manage multiple tickets effectively while meeting SLA expectations.
• Clear written and verbal communication skills for customer support.

Preferred Skills

• Experience supporting conferencing systems and VPN clients.

Key Skills

Education

Any Graduate