Key Requirements

• Technical Assistance: Serve as the first point of contact for employees experiencing technical issues. Respond to support tickets and inquiries via phone, email, or chat, providing timely resolutions.
• Troubleshooting: Diagnose and resolve problems related to desktops, laptops, operating systems (Windows, macOS, Linux), and common business applications. Address issues with printers, mobile devices, and network connectivity.
• System Setup & Configuration: Set up new user accounts, configure email and collaboration tools, and install hardware and software as needed. Perform system upgrades and patches to ensure security and functionality.
• Maintaining IT Systems: Monitor system performance, collaborate with IT teams, and assist with software updates and security patches.
• Asset Management: Track IT assets, maintain inventory records, and manage the procurement and decommissioning of IT equipment.
• User Account & Access Management: Manage user accounts and permissions, handle onboarding and offboarding processes, and ensure appropriate access.
• Documentation & Knowledge Base: Document technical issues and solutions, build an internal knowledge base, and keep records of recurring problems.
• Training & Support: Provide training on IT systems, software, and best practices. Offer guidance to non-technical employees to enhance their IT skills.
• Security Compliance: Ensure compliance with security policies, implement security measures, and assist with enforcing password policies and multi-factor authentication.
• Collaboration & Escalation: Work with IT department members to resolve complex issues and escalate unresolved problems to specialized teams as needed.

Educational Qualifications:

• BSc in Computer Science / Information Systems, BTech/MTech in Information Technology, or relevant accredited IT courses.

Relevant Experience:

• Strong knowledge of operating systems, hardware, and software applications.
• Excellent problem-solving and troubleshooting abilities.
• Effective communication skills for conveying technical information to non-technical users.
• Familiarity with ticketing systems and helpdesk tools.