Knowledge of ITIL principles incident management and service request processes, Troubleshooting desktops laptops Mac devices printers and peripherals, Hands-on support experience with Windows and macOS environments, Ability to quickly learn and apply enterprise AI tools and technologies, Supporting Microsoft 365 applications Outlook Teams OneDrive SharePoint, Familiarity with Active Directory and user account access administration, Using ITSM ticketing tools such as ServiceNow Jira Zendesk, Basic understanding of software monitoring tools, Knowledge of backup procedures, Hardware software installation and troubleshooting