Technical Support & Troubleshooting
- Provide advanced L1/L2//L3 technical support for desktops, laptops, peripherals, and end-user applications.
- Diagnose and resolve complex hardware/software, OS, and network connectivity issues.
- Perform root cause analysis and implement preventive solutions.
System Administration & Management
- Manage installation, configuration, and maintenance of Windows/Mac systems.
- Administer user accounts, access rights, and system privileges via Active Directory.
- Ensure smooth integration of desktops with corporate networks, servers, and security tools.
Patch, Updates & Security
- Deploy OS updates, security patches, and application upgrades using tools like SCCM/Intune.
- Ensure endpoint compliance with cybersecurity standards and policies.
- Install and configure endpoint protection tools (AV, DLP, encryption).
Asset & Inventory Management
- Track IT assets lifecycle including procurement, tagging, deployment, and disposal.
- Maintain accurate documentation of hardware/software inventory.
Performance Monitoring & Optimization
- Monitor device performance and user experience metrics.
- Recommend and execute system upgrades for improved productivity.
End-User Training & Documentation
- Guide users on IT best practices, tools, and new technologies.
- Create and maintain knowledge base articles, SOPs, and technical documents.
Coordination & Escalation
- Collaborate with NOC, Network, Server, and Security teams for issue resolution.
- Act as escalation point for junior engineers/desktop support teams.
- Manage vendor support for hardware/software repairs and warranty claims.
Project Support
- Participate in IT projects such as migrations, rollouts, and infrastructure improvements.
- Lead initiatives for system automation and improved IT workflows.
Additional Responsibilities
- Virtual desktop support (VDI / Citrix / VMware Horizon)
- ITIL-based ticket handling and SLA adherence
- Mobile device management (MDM – Intune, AirWatch, etc.)
