- Act as the first line of support for all IT-related requests, including hardware, software, networking, and enterprise applications.

- Triage, prioritize, and resolve issues raised via service desk channels (phone, email, chat, ticketing system).

- Manage incidents end-to-end by documenting, escalating, and following up until resolution.

- Provide support for deployments and operations of customer-facing and corporate IT assets, including network devices, field/mobile applications, and endpoint devices.

- Troubleshoot and support macOS, Windows, and mobile platforms (Android/iOS), ensuring compliance with security and MDM policies.

- Assist with configuration and troubleshooting of Microsoft 365, Office 365, virtual machines, and IT networking.

- Support field-deployed teams in remote environments, ensuring uptime and seamless connectivity.

- Contribute to IT process improvements, documentation, and best practices.

- Participate in rotational shifts, including weekends, with additional compensation/comp-offs for extra coverage.

Required Qualifications & Skills :

- Experience : 3+ years in IT operations/help desk support in distributed or remote-first environments.

- Strong troubleshooting skills across Windows and macOS desktop environments (client side).

- Proven experience managing mobile applications (Android/iOS) with Mobile Device Management (MDM) tools; IoT support experience is a plus.

- Hands-on experience with Microsoft 365 / Office 365 administration.

- Exposure to Azure Cloud troubleshooting and virtual machine management.

- Basic understanding of networking principles (LAN/WAN, VPN, firewalls, routers, switches).

- Experience collaborating across distributed teams and documenting IT workflows.

- Excellent verbal and written communication skills, with a customer-first mindset.

- Ability to multitask, prioritize, and work effectively under pressure.