IT Support & Service Desk Full Time NEW

Key Responsibilities

IT Support & Service Desk

• Provide Level 1 and Level 2 technical support to end users.
• Diagnose and resolve hardware, software, operating system, and network issues.
• Manage and track support requests through ticketing systems such as ManageEngine and Zoho.
• Escalate complex issues to vendors or higher support levels when necessary.
• Ensure timely resolution of incidents and service requests according to SLA requirements.

Systems Administration

• Install, configure, and maintain Windows operating systems and business applications.
• Manage user accounts, permissions, and access rights.
• Perform software deployments, updates, and patch management.
• Monitor system performance and proactively address issues.

Network Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity issues.
• Support network devices including switches, routers, firewalls, and access points.
• Assist in network configuration, monitoring, and documentation.
• Coordinate with ISPs and vendors when required.

Endpoint & Asset Management

• Configure and maintain desktops, laptops, printers, mobile devices, and peripherals.
• Manage IT inventory and asset records.
• Ensure compliance with company hardware and software standards.

Security & Compliance

• Support endpoint security solutions such as antivirus and EDR platforms.
• Implement and maintain security best practices.
• Assist with user access reviews and security audits.
• Respond to security incidents and coordinate remediation activities.

Documentation & Reporting

• Maintain accurate documentation for IT systems, procedures, and configurations.
• Prepare reports related to IT support activities and infrastructure status.
• Create and update knowledge base articles and user guides.

Project Support

• Participate in IT infrastructure projects, migrations, and upgrades.
• Assist in deploying new technologies and business applications.
• Coordinate with internal teams and external vendors to ensure successful project delivery.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.
• 2_3 years of experience in IT Support, Helpdesk, or System Administration.
• Strong knowledge of Windows environments and Microsoft technologies.
• Experience with ticketing systems (ManageEngine, Zoho, or similar).
• Good understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).
• Experience supporting endpoint security solutions.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.

Preferred Certifications

• CCNA
• Microsoft Certifications (M365, Azure, Windows Administration)
• ITIL Foundation