Description :

- Provide Level 1 support for hardware, software, network, and peripheral issues.

- Troubleshoot and resolve problems related to Windows, Android, and macOS devices.

- Assist users with Microsoft Office Suite and commonly used business applications.

- Install, configure, and maintain desktops, laptops, mobile devices, and printers.

- Manage antivirus tools and ensure system security compliance.

Ticket & Incident Management :

- Respond to support requests through the ticketing tool, email, and in-person interactions.

- Document all issues, troubleshooting steps, and resolutions clearly and accurately.

- Escalate unresolved or complex issues to Level II/III support as per defined process.

- Ensure timely closure of tickets as per SLAs.

System & Equipment Maintenance :

- Maintain IT inventory, equipment records, and asset tracking.

- Set up workstations, peripherals, and accessories for new and existing employees.

- Ensure office IT infrastructure and equipment meet organizational standards.

- Perform routine checks on network connectivity, hardware health, and system availability.

Customer Service & Collaboration :

- Provide exceptional customer service with clear communication and a positive attitude.

- Educate users on IT best practices and basic troubleshooting when appropriate.

- Collaborate with the IT team to improve processes and enhance support efficiency.