Key Responsibilities:
· Provide first-level IT support to users via phone, email, chat, or ticketing system
· Troubleshoot basic issues related to Windows OS, applications, printers, and network connectivity
· Install, configure, and support desktops, laptops, and peripherals
· Create, update, and manage tickets in the ITSM tool (ServiceNow, Freshservice, Jira, etc.)
· Follow SOPs and SLAs for incident, request, and problem management
· Escalate unresolved issues to L2/L3 teams with proper documentation
· Assist with user onboarding/offboarding (account setup, access, basic training)
· Maintain basic IT asset inventory and documentation
· Support password resets, VPN access, email configuration
· Provide basic support for MS Office / O365 / Outlook / Teams
· Ensure customer satisfaction through professional communication
Required Skills & Qualifications:
· Diploma / Bachelor’s degree in IT / Computer Science / Electronics (or relevant certification)
· Basic understanding of Windows OS, hardware, networking fundamentals (LAN/Wi-Fi)
· Familiarity with ticketing tools and remote support tools (AnyDesk, TeamViewer, etc.)
· Basic knowledge of Active Directory (user creation, password reset – good to have)
· Good communication skills (verbal & written)
· Willingness to work in rotational shifts / 24x7 support (if applicable)
· Customer-focused mindset and ability to work under pressure
· Prior experience in helpdesk / service desk / technical support
· Exposure to cloud tools (O365, G Suite)