Job Description

Technical Support:

• Provide first and second-level technical support to end-users for hardware, software, and network-related issues.
• Diagnose and resolve technical problems, including desktop, laptop, printer, and peripheral issues.

Application Support:

• Provide support for enterprise applications, including installation, configuration, and troubleshooting.
• Assist users with application-related queries and issues, ensuring minimal disruption to business operations.
• Work with application vendors for advanced troubleshooting and issue resolution.
• Focused to Microsoft products such as MSO365, SharePoint, Power Builder, B1, etc

System Maintenance:

• Perform regular system maintenance tasks, including updates, patches, and backups.
• Monitor system performance and ensure optimal functioning of IT infrastructure.

User Training:

• Conduct training sessions for end-users on the effective use of hardware and software applications.
• Develop and maintain user guides, documentation, and training materials.

Incident Management:

• Log and track all support requests in the ticketing system, ensuring timely resolution.
• Escalate complex issues to senior technical staff or third-party vendors as necessary.

Collaboration:

• Work closely with other IT team members to coordinate support efforts and share knowledge.
• Collaborate with other departments to understand their IT needs and provide appropriate solutions.

Continuous Improvement:

• Stay updated with the latest industry trends, technologies, and best practices.
• Proactively identify opportunities for improving IT processes and systems.

Job Requirements

What you must have

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 3-4 years of experience in IT technical support and application support roles.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and enterprise applications.
• Experience with network troubleshooting, including LAN/WAN, TCP/IP, and VPN.
• Familiarity with IT service management (ITSM) tools and practices.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft Certified: Modern Desktop Administrator) are a plus.

Skills