Job PurposeThe Technical Support role is responsible for providing first-line IT support to end users, ensuring the smooth operation of daily IT services. The role focuses on troubleshooting hardware, software, network, and communication issues, supporting users on-site, and escalating complex problems when required. The objective is to maintain high service availability, minimize downtime, and ensure user satisfaction.Key ResponsibilitiesProvide first-level IT support for end users (hardware, software, and network issues)Respond to service requests and incidents in a timely and professional mannerTroubleshoot PCs, laptops, printers, and peripheral devicesSupport basic network connectivity issues (LAN, Wi-Fi, TCP/IP fundamentals)Provide basic support for Cisco network devices (switches, VLANs, port access)Assist with installation, configuration, and setup of user devices and IT equipmentSupport Windows operating systems and basic Linux operationsProvide basic support for cloud services (Azure fundamentals)Support VoIP and unified communication systems (basic troubleshooting)Escalate complex or critical issues to senior IT or vendors when requiredDocument incidents, solutions, and procedures clearlyFollow IT policies, security standards, and best practicesMaintain clear and professional communication with all usersRequired QualificationsEducationBachelor’s degree in IT, Computer Science, or related fieldExperience2–5 years of experience in Technical SupportTechnical Skills (Must)Hardware & software troubleshooting (PCs, laptops, printers)VoIP systems supportNetworking fundamentals (LAN, Wi-Fi, TCP/IP)Windows OS supportBasic Cisco networking knowledge (switching, VLAN awareness)Ticket handling & documentationLinux basic administrationAzure fundamentalsCCNA certification