Description

Provide first-level technical support for end-users via phone, email, and ticketing systems.

This role is on-site.

Responsibilities

• Troubleshoot Windows 11 issues including login problems, performance errors, and peripheral support.
• Manage user accounts in Azure Active Directory, handling password resets, unlocks, and license assignments.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) for sync and configuration issues.
• Handle MFA authentication setup, VPN connectivity troubleshooting, and device compliance via Intune/MDM.
• Log, prioritize, and resolve incidents according to SLAs, escalating complex issues to L2/L3 teams.

Required Skills

• 1–5 years of experience in a Service Desk or IT Support role.
• Strong knowledge of Windows 10/11 and general end-user troubleshooting.
• Hands-on experience with Azure AD, Intune/MDM, MFA, and VPN support.
• Proficiency in Microsoft 365 applications including Outlook and Teams.
• Experience with ticketing tools such as ServiceNow or Jira Service Management.
• Mandatory phone support experience in a technical helpdesk or call center environment.
• Ability to follow SOPs and work in a structured, SLA-driven 24/7 operational environment.

Preferred Skills

• 3–4 years of university education (B.Sc. or Diploma).
• Excellent communication and customer service capabilities.

Key Skills

Education

Any Gradute