Your role

• Provide advanced technical support for hardware, software, and network issues.
• Troubleshoot and resolve issues related to Windows/Mac OS, Office 365, desktop/laptop hardware, mobile devices, printers, and network connectivity.
• Provide on-site support and support for remote users.
• Assist in deployment, configuration, and maintenance of IT systems and software.
• Document problem resolutions and contribute to the internal knowledge base.
• Collaborate with L1 and L3 teams for smooth incident escalation and resolution.
• Participate in system upgrades, patches, and deployments.
• Participate in after-hours support as needed.
• Ensure adherence to company IT policies, compliance, security standards, and best practices.
• Provide end-user training and support as needed.
• Representing the IT department in a customer-friendly and professional manner
• Maintains an up-to-date and complete inventory of hardware and software.
• Train and mentor junior IT staff and help develop technical skills within the team.
• Develop and maintain documentation for systems, processes, and procedures
• Lead assigned projects

What you’ll need

• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent
  experience).
• 3–5 years of experience in a technical support or helpdesk role.
• Skilled in the principles of IT service operations processes: incident management, problem
  management, request fulfilment, access management, asset management according to ITIL
  guidelines.
• Skilled in the delivery of interoperative desktop systems and applications in the following areas: Microsoft 365, Active Directory Administration, Windows Autopilot deployment, Windows for Business Updates, Intune Company Portal, Print and Multifunction Device Management, Mobile Device Management and Vendor management
• Skilled in asset management - Maintain workstation inventory including tracking the status of IT
  assets for End User including Laptops, Desktops and all peripherals.
• Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.
  • Experience with ITSM tools like ServiceNow, Jira Service Desk, or Freshservice.
  • Knowledge of scripting (e.g., PowerShell) is a plus.