About The Role This role supports hardware, software, networks, and cloud-based systems while collaborating with other IT teams to maintain system reliability and improve IT operations. The position requires strong communication, problem-solving, and multitasking skills to ensure smooth day-to-day technology operations across the organization.
Key Responsibilities Provide timely Level 1 and Level 2 technical support via phone, remote access, and desk-side assistance. Troubleshoot and resolve hardware, software, and network-related issues. Support Office 365, cloud platforms (Azure, AWS), and other business applications. Manage user accounts, permissions, and access through Azure Active Directory. Record and update service requests in the IT ticketing system, ensuring first-call resolution whenever possible. Assist with the setup, configuration, and deployment of PCs, laptops, and related IT equipment. Collaborate with IT management and vendors to ensure service quality and system stability. Technical Support & Operations Respond to and diagnose Level 1/2 incidents and service requests. Install, configure, and maintain Windows and Mac systems, monitors, and peripherals. Troubleshoot internet, Wi-Fi, and printer connectivity issues. Provide on-site and remote executive support for technical issues. Support and maintain LAN/WAN/Wi-Fi infrastructure in coordination with IT management. Manage system alerts and escalate unresolved issues when required. System Administration & Monitoring Assist in managing and monitoring servers, applications, and enterprise systems. Perform account management tasks (password resets, unlocks, access changes) via Azure AD. Track and update hardware and software inventory records. Ensure performance and uptime of systems and enterprise applications. Service Management & Documentation Log and manage incidents and requests in the ITSM/ticketing platform. Document solutions and create knowledge base articles for recurring issues. Develop and update user guides and training materials for end users. Provide reports and feedback on IT trends, common issues, and areas for improvement. Continuous Improvement & Collaboration Participate in IT projects and deployments, ensuring smooth execution. Research and test new technologies or tools to improve IT support efficiency. Work collaboratively with network, system, and application teams to resolve complex issues. Maintain clear communication with users, vendors, and service providers.
Qualifications Bachelor's degree in computer science or Information Technology. Experience( 3 – 5 ) years’ experience; (3) years in the targeted role Knowledge, Skills and Abilities- Excellent verbal and written communications skills- Excellent computer skills; In-depth knowledge of MS Office.- Fluent in English.- excellent telephone and email communications- Be approachable and friendly- Be able to organize and prioritize workload