- Serve as the first point of contact for end-users seeking technical support via phone, email, or ticketing system.
- Troubleshoot and resolve hardware and software issues on Windows laptops and desktops.
- Support software installations, upgrades, and basic configuration using remote desktop tools.
- Perform basic network troubleshooting, including issues with connectivity, VPN, DNS, and Wi-Fi.
- Use remote access tools (e.g., AnyDesk, TeamViewer, RDP) to assist users with technical issues.
- Log, categorize, prioritize, and assign tickets within the IT ticketing system.
- Escalate unresolved problems to higher-level support as per escalation matrix.
- Document all support interactions, resolutions, and troubleshooting steps accurately.
- Support user onboarding/offboarding, including laptop setup, user account provisioning, and basic access rights.
- Adhere to internal SLAs and follow IT service management best practices.
- Participate in rotational shifts, including coverage for weekends and holidays if required.
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