Key Responsibilities:

• Respond to and resolve basic technical support tickets, emails, or calls.
• Log, categorize, and escalate incidents or service requests to L2/L3 teams if required.
• Monitor system alerts and proactively notify relevant teams.
• Assist with software installations, basic network troubleshooting, and system access issues
• Provide support for password resets, email issues, and end-user device setups
• Document problems and their resolutions in the ticketing system.
• Maintain hardware and software inventories.
• Ensure proper communication and follow-up with users until issue resolution
• Support onboarding/offboarding tasks (account creation, laptop setup, etc.).
• Strong experience in Microsoft 365 Administration:

1. Managing users, licenses, and distribution groups 
2. Working with Exchange Online, Teams, OneDrive, and SharePoint 
3. Troubleshooting MFA, compliance, and conditional access issues

• Assist with basic networking tasks including IP configuration, DNS/DHCP troubleshooting, and Wi-Fi connectivity issues.

• Good understanding of computer systems, mobile devices, Printers and Scanners.
• Familiarity with Windows, macOS, Office 365, and common enterprise tools.
• Good written and verbal communication skills.
• Strong problem-solving and time-management skills.
• Candidates must be open to working in a 24x7 shift environment, including night shifts, weekends, and public holidays.

• Remote desktop support tools (e.g., AnyDesk, TeamViewer,ScreenConnect, LogMeIn)
• Ticketing systems (e.g., ServiceNow, Freshdesk, Zendesk, JIRA)
• VPN configuration and troubleshooting.
• Basic scripting (PowerShell or Bash).
• Experience with antivirus & endpoint security tools.
• Understanding of SLAs basics.