Key Responsibilities:

Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
Install, configure, and maintain operating systems (Windows/macOS), applications, and security tools.
Troubleshoot issues related to hardware, software, printers, network connectivity, and user accounts.
Manage user accounts, password resets, and group policies through Active Directory and Microsoft 365 Admin Center.
Support remote users using tools such as Cisco AnyConnect, VPN, TeamViewer, Splashtop, or Zoom remote support.
Handle ticket management using ITSM platforms like ServiceNow, JIRA, or Remedy.
Set up, configure, and support VoIP systems such as Cisco, Avaya, or softphone applications.
Perform laptop imaging, patch updates, system upgrades, and device rollouts.
Document technical issues, resolutions, and standard operating procedures.
Collaborate with network, systems, and security teams for escalations and complex issues.
Ensure compliance with company IT policies and security guidelines.
Maintain inventory of IT equipment and assist in asset management.
Provide end-user training on basic IT processes and tools as needed.

Required Skills & Qualifications:

Strong knowledge of Windows OS, macOS, and basic Linux commands (optional).
Proficient in troubleshooting hardware, software, and network issues.
Experience with Active Directory, Office 365, and identity management.
Familiarity with VoIP technologies (Cisco/Avaya) and remote support tools.
Understanding of TCP/IP, DNS, DHCP, and basic networking.
Excellent communication, customer service, and problem-solving skills.
Ability to work independently and prioritize tasks in a fast-paced environment.
Certifications such as CompTIA A+, ITIL, MCSA, or equivalent are a plus.