* Provide first and second-level technical support for desktop environments, resolving hardware, software, and application issues both locally and remotely.
* Troubleshoot and document steps performed to resolve challenges in a ticketing system.
* Collaborate with third-party vendors to address complex AV issues.
* Install, upgrade, support, and troubleshoot operating systems (Windows XP/7/8.1/10), Microsoft Office 365, Cisco Jabber, and other authorized applications.
* Support Mac users with basic troubleshooting of macOS systems.
* Perform preventative maintenance and remedial repairs on desktops, laptops, printers, and authorized peripherals.
* Diagnose and resolve network connectivity issues using diagnostic tools.
* Manage mobile devices (iOS/Android) and enterprise encryption solutions.
* Apply fault analysis to customer operating systems and platforms while ensuring SLA compliance.
* Mentor Band 1 technicians and assist Band 3 engineers in resolving tickets.
* Adapt to a project-based environment requiring teamwork and flexibility.
Requirements
Educational Qualifications: Bachelor’s degree in Computer Science or a related field (or equivalent experience).
Certifications: CompTIA A+, Microsoft Certified Professional (MCP), or higher certifications preferred.
Experience: Minimum of 18 months of IT experience with Windows 7–10, Active Directory (including GPOs), MS Office 365, PC hardware troubleshooting, enterprise antivirus solutions, helpdesk ticketing systems, and mobile device management.
Technical Skills:
Proficiency in desktop support for Windows environments and basic knowledge of macOS.
Familiarity with networking concepts, servers, audio/visual equipment, smart devices, and telecoms.
Expertise in enterprise encryption solutions and Active Directory management.
Behavioral Skills:
Strong analytical, troubleshooting, and problem-solving abilities.
Ability to multitask effectively while meeting SLAs in a fast-paced environment.
Excellent communication skills with a focus on customer service and relationship-building.
Adaptability to work off-hours or weekends for projects or emergency support.
Benefits
Be part of a dynamic work environment that values teamwork and innovation.
Gain opportunities for professional growth through hands-on technical challenges.
Contribute to creating a stable computing environment while delivering excellent customer service.
Collaborate with skilled professionals to enhance IT operations across shifts.