Description

You provide first-level technical support to end users across multiple channels, resolving incidents within SLAs.

This role is on-site.

Responsibilities

• Troubleshoot Windows 11 issues, including login, performance, configuration, and peripheral support.
• Manage user accounts in Azure Active Directory, handling resets, unlocks, licensing, and group updates per SOP.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint), addressing errors and sync issues.
• Handle MFA setups, password resets, and basic VPN connectivity troubleshooting.
• Log, prioritize, and resolve incidents, escalating complex issues to L2/L3 support.

Required Skills

• 1–5 years in a Service Desk or IT Support role.
• Strong knowledge of Windows 10/11 and O365 applications.
• Mandatory experience providing phone support.
• Hands-on experience with Azure Active Directory, Intune/MDM, MFA, and VPN support.
• Familiarity with ticketing tools, specifically Jira or ServiceNow.
• Experience in technical helpdesk or call center support.
• Ability to follow structured processes within an SLA-driven environment.

Preferred Skills

• Experience with Intune/MDM for device management.
• Familiarity with Jira or ServiceNow ticketing workflows.

Key Skills

Education

Any Graduate