Roles and Responsibilities

• Provide Tier I technical support by responding to help desk requests via tickets, email, and phone, ensuring timely resolution of escalated issues.
• Troubleshoot and resolve complex hardware, software, and network issues, providing guidance to L1 support team members as needed.
• Diagnose and troubleshoot basic networking issues, including IP addressing, DNS, DHCP, VPN, and Wi-Fi connectivity.
• Manage remote desktop support through tools like TeamViewer and Remote Desktop Protocol (RDP).
• Onboard and offboard employees, ensuring systems access is configured properly and security policies are followed.
• Ensure endpoint security through access controls, monitoring, and remediation tools.
• Maintain detailed IT documentation, adhering to SLA policies for ticket resolution and quality assurance.
• Collaborate with IT team members to continually improve support processes and enhance user experience.
• Assist in managing IT asset inventory, including procurement, deployment, and lifecycle management.
• Support video conferencing equipment and office technology (meeting rooms, printers, digital signage).2-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment.
• Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates.
• Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.) and troubleshooting.
• Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting.
• Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred.
• Strong troubleshooting and diagnostic skills with a methodical approach to resolving issues.
• Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions.
• Ability to prioritize and manage multiple tasks in a dynamic environment.
• Strong communication skills in English
• IT certifications (A+, Net+, Sec+) are a plus but not required.
• Strong customer service skills having empathy and patience with dealing with customer issues.  

Technical Qualification

• 2-5 years of help desk or IT support experience, preferably in a fast-paced or enterprise environment.
• Proficiency with Windows and MacOS systems, including troubleshooting, software installations, and updates.
• Familiarity with Google Workspace administration (Gmail, Drive, Meet, etc.) and troubleshooting.
• Basic networking skills, including knowledge of IP addressing, DNS, DHCP, VPNs, firewalls, and Wi-Fi troubleshooting.
• Experience with identity providers like Okta (user provisioning, authentication, MFA) is preferred.
• Strong troubleshooting and diagnostic skills with a methodical approach to resolving issues.
• Experience with remote desktop tools such as RDP, TeamViewer, or similar solutions.
• Ability to prioritize and manage multiple tasks in a dynamic environment.
• Strong communication skills in English
• IT certifications (A+, Net+, Sec+) are a plus but not required.
• Strong customer service skills having empathy and patience with dealing with customer issues.  

• Should be strong in stakeholder mgmt
• Should be good in communication skills