About this role
• Provide timely and effective support to end-users for hardware, software, and network-related issues. • Handle incidents and service requests via ticketing systems. • Troubleshoot and resolve issues remotely using tools like Manage engine remote tool. • Guide users through step-by-step solutions for software and configuration issues. • Install, configure, and maintain desktops, laptops, printers, and peripherals. • Perform OS installations, upgrades, and patch management. • Asset & Inventory Management, Maintain records of IT assets and ensure proper tagging and tracking. • Coordinate with procurement for hardware replacements or upgrades. • Ensure systems comply with company security policies (e.g., antivirus, MDM, BitLocker). • Report and escalate any security incidents or policy violations. • Documentation & Reporting • Maintain documentation for troubleshooting steps, SOPs, and user guides. • Provide regular reports on ticket resolution, asset status, and user feedback.
• Respond to user queries via email, phone, or ticketing system. • Diagnose and resolve hardware/software/network issues. • Set up and configure new systems and user accounts. • Coordinate with vendors for warranty claims and hardware replacements. • Support mobile device management (MDM) and Intune configurations. • Ensure timely closure of tickets and maintain SLA compliance. • Provide support during IT audits and compliance checks. Train users on basic IT hygiene and best practices.
Graduate