Key Responsibilities
End User & Desktop Support
- Provide L1/L2 support for desktops, laptops, printers, scanners, mobile devices, and peripherals.
- Diagnose and resolve hardware, software, OS, and application-related issues.
- Install, configure, upgrade, and maintain Windows 10/11, MacOS, and standard corporate applications.
IT Operations & Infrastructure Support
- Support LAN, WAN, Wi-Fi, VPN, and basic network troubleshooting.
- Create and manage users, groups, and access rights in Active Directory, Office 365, and email systems.
- Monitor system health and escalate server, firewall, or network issues to vendors/internal teams.
Security & Compliance
- Ensure antivirus, endpoint security, OS patching, and system updates are implemented.
- Enforce IT security policies, data protection guidelines, and acceptable usage standards.
- Assist in audits, compliance checks, and IT risk mitigation activities.
- Configuration & management of Firewall, Router, Switches and monitoring of health of network environment
IT Asset & Vendor Management
- Maintain IT asset inventory (laptops, accessories, licenses, warranties).
- Coordinate with OEMs and service providers for repair, replacement, and AMC management.
- Support procurement, configuration, and deployment of new IT assets.
Service Management
- Handle incidents and service requests via ticketing systems.
- Ensure SLA adherence and proper documentation of issues and resolutions.
- Prepare SOPs, IT manuals, and user training guides.
Corporate IT Enablement
- Support onboarding and offboarding of employees (system access, email, device setup, data transfer).
- Assist departments with IT setups for meetings, training programs, and office expansions.
- Provide basic training to employees on IT tools, cybersecurity awareness, and best practices.
Skills & Qualifications
Technical Skills
- Strong knowledge of Windows OS, Mac OS, MS Office, Office 365 / Google Workspace
- Hands-on experience with Active Directory, basic networking (TCP/IP, DNS, DHCP)
- Understanding of VPN, antivirus, endpoint security, backup tools
- Familiarity with helpdesk/ticketing systems and IT asset management
Professional Skills
- Strong troubleshooting and analytical skills
- Good communication and user-handling ability
- Documentation and reporting mindset
- Ability to prioritize tasks and manage multiple support requests