Technical Support/Help Desk

Deliver onsite and remote break-fix support for end-user IT equipment, including desktops, laptops, mobile devices, and peripherals. Fulfill service requests—such as hardware installations, upgrades, and configuration changes—promptly and efficiently. Log, update, and resolve all incidents and requests in accordance with defined SLAs, KPIs, and OLAs. Operate in alignment with ITIL best practices for incident, request, problem, and asset management. Collaborate with cross-functional IT teams to ensure effective resolution of interdependent issues. Maintain accurate records of end-user hardware and support tools, ensuring compliance with asset management processes. Participate in project deployments and roll-outs involving end-user technologies. Escalate complex or unresolved issues to appropriate teams while retaining ownership until closure. Requirements Bachelor’s degree in Computer Science, Information Technology, or related field. 1-3 years of experience in the same field. Strong technical knowledge of end-user hardware (Windows laptops/desktops, mobile devices, printers). Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) preferred. ITIL Foundation certification advantageous. Working knowledge of Microsoft technologies, including Windows OS, Active Directory, Office 365, and basic networking concepts. Understanding of networking fundamentals: TCP/IP, WAN, LAN, WLAN, DNS, DHCP, NAT.