IT Support & Service Desk

Key ResponsibilitiesIT Support & Service DeskProvide Level 1 and Level 2 technical support to end users.Diagnose and resolve hardware, software, operating system, and network issues.Manage and track support requests through ticketing systems such as ManageEngine and Zoho.Escalate complex issues to vendors or higher support levels when necessary.Ensure timely resolution of incidents and service requests according to SLA requirements.Systems AdministrationInstall, configure, and maintain Windows operating systems and business applications.Manage user accounts, permissions, and access rights.Perform software deployments, updates, and patch management.Monitor system performance and proactively address issues.Network SupportTroubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity issues.Support network devices including switches, routers, firewalls, and access points.Assist in network configuration, monitoring, and documentation.Coordinate with ISPs and vendors when required.Endpoint & Asset ManagementConfigure and maintain desktops, laptops, printers, mobile devices, and peripherals.Manage IT inventory and asset records.Ensure compliance with company hardware and software standards.Security & ComplianceSupport endpoint security solutions such as antivirus and EDR platforms.Implement and maintain security best practices.Assist with user access reviews and security audits.Respond to security incidents and coordinate remediation activities.Documentation & ReportingMaintain accurate documentation for IT systems, procedures, and configurations.Prepare reports related to IT support activities and infrastructure status.Create and update knowledge base articles and user guides.Project SupportParticipate in IT infrastructure projects, migrations, and upgrades.Assist in deploying new technologies and business applications.Coordinate with internal teams and external vendors to ensure successful project delivery.QualificationsBachelor's degree in Information Technology, Computer Science, or related field.2_3 years of experience in IT Support, Helpdesk, or System Administration.Strong knowledge of Windows environments and Microsoft technologies.Experience with ticketing systems (ManageEngine, Zoho, or similar).Good understanding of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs).Experience supporting endpoint security solutions.Strong troubleshooting and problem-solving skills.Excellent communication and customer service skills.Preferred CertificationsCCNAMicrosoft Certifications (M365, Azure, Windows Administration)ITIL Foundation