Job Summary :

This role is the first point of contact for employees needing technical help. You will support issues related to devices, software, cloud systems, user access, and AI tools. The job requires strong attention to detail, clear communication, and a customer-focused approach.

You will handle issues from start to finish and help employees have a smooth and quick support experience. As new tools and technologies are introduced, especially AI and cloud platforms, you will help support and adopt them.

Key Responsibilities :

- Act as the first-level (Tier 1) help desk for all technical support requests

- Help employees with issues related to hardware, software, cloud platforms, and AI tools

- Troubleshoot problems with email systems, cloud services, devices, user access, and identity management

- Escalate complex issues to Tier 2 support with proper documentation

- Manage user accounts, permissions, and access rights using tools like identity and access platforms and cloud services

- Maintain and troubleshoot email services

- Manage device settings, policies, and configurations

- Support AI productivity tools used within the organization

- Document all issues, solutions, and processes clearly and accurately

- Create and update help articles and knowledge base content

- Provide regular updates to users about their support requests

- Work with other IT teams to complete projects and improvements

- Identify ways to improve processes and automate tasks

- Take part in reviews after major issues to improve future responses

- Coordinate with external vendors to resolve technical problems

Required Skills and Experience :

- Bachelors degree in IT, Computer Science, or related field with 2+ years of experience OR 5+ years of experience in technical support, desktop support, or IT help desk roles

- Strong customer service mindset with clear and empathetic communication

- High attention to detail in troubleshooting and documentation

- Experience working with cloud-based productivity and email platforms

- Experience managing user access and identity systems

- Hands-on experience with Windows, Linux, and macOS

- Good understanding of IT support best practices (such as ITIL)

- Strong written and verbal communication skills

- Ability to handle multiple issues at the same time and prioritize work effectively

Preferred Skills :

- Experience with AI productivity tools and supporting users on them

- Experience onboarding users and troubleshooting AI tools

- Relevant certifications in desktop administration, messaging systems, or security and identity