Core roles and responsibilities

1️⃣ Technical Support & Issue Resolution

• Provide advanced L1/L2 technical support for incidents and service requests
• Troubleshoot hardware, software, network connectivity, and system access issues
• Perform remote desktop support using industry-standard tools (e.g., SCCM, TeamViewer, RDP)
• Collaborate with specialist teams for escalation and complex issue resolution

2️⃣ IT Infrastructure & Systems Management

• Manage user accounts, permissions, and security groups in Active Directory, M365, Exchange
• Monitor service health dashboards and proactively address potential outages
• Support endpoint configuration, patching, antivirus, and compliance policies
• Maintain knowledge of ITIL processes and ensure SLA adherence

3️⃣ Ticketing & Service Quality

• Work efficiently using ITSM tools (ServiceNow, Jira, Manage Engine, Fresh service, etc.)
• Maintain high ticket quality with proper description, root cause, and documentation
• Ensure timely updates and closure of tickets as per priority & SLA

4️⃣ End-User Training & Support

• Guide users on best practices, usage of devices, applications, and collaboration tools
• Conduct onboarding & orientation support for new employees (setup laptops, Email, VPN, MFA)
• Create and maintain knowledge base articles for recurring support queries

5️⃣ Incident & Change Management

• Participate in problem review calls, RCA discussions, and change implementation planning
• Assist with planned upgrades, migrations, and IT rollouts to minimize business impact

6️⃣ Team Leadership & Mentoring

• Support junior engineers with guidance and technical expertise
• Act as a point of escalation within the service desk team
• Contribute to process improvement and automation initiatives

7️⃣ Customer Service & Communication

• Maintain high professionalism, empathy, and strong communication with users
• Provide real-time status updates and ensure excellent customer experience
• Manage VIP/Executive support with priority attention

Additional Competencies

• Strong understanding of Windows/Mac OS, Networking (DNS/DHCP/VPN), MFA, O365
• Ability to work in 24/7 or shift environments if required
• Analytical thinking to identify recurring issues & recommend long-term fixes