Strong technical support skills in desktop, laptop, and mobile device troubleshooting, basic networking, and common operating systems (e.g., Windows, macOS).
Ability to install, configure, and maintain business applications, collaboration tools, and security software (e.g., antivirus, endpoint protection, VPN clients).
Experience with helpdesk or ticketing systems, incident tracking, and documentation of technical procedures and solutions.
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Provide first-level IT support as the primary point of contact, performing incident troubleshooting, root cause analysis, and implementing corrective and preventive actions to minimize business disruption.
Manage, triage, and assign service desk tickets using ITSM tools, ensuring timely resolution and adherence to SLA, while improving ticket routing efficiency and user experience.
Support automation and AI-assisted service desk processes, including ticket categorization, knowledge base usage, and resolution suggestions to improve response time and reduce repeat incidents.
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Managing the enterprise endpoint lifecycle, covering device tech refresh, deployment activities, and inventory cleanup across multiple environments.
Implementing important security and compliance enhancements, such as Microsoft Defender onboarding, AppLocker deployment, and CIS policy implementation.
Providing operational support through system maintenance, patch cleanup, client upgrades, and resolution of VDI-related issues.
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Receive Email/ Chat and calls - digital interactions to assist customers and clients with technical issues arising from everyday computer use (desktop/laptop/tablet/other related devices).
Determine the problem and provide a technical resolution within the contact or by dispatching for service.
Resolve the cases from end to end, make follow up and regularly update the customers on the case progress
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