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About the Role
Responsibilities
- Provide first and second level IT technical support to end users including desktops, laptops, mobile devices, printers, and peripherals.
- Diagnose and resolve hardware, software, OS, and application issues within defined SLA timelines.
- Perform onsite and remote troubleshooting, escalation, and follow up to ensure timely issue resolution.
- Manage incidents, service requests, and problem records through the IT Service Management / ticketing system.
- Ensure tickets are properly logged, categorized, prioritized, documented, and closed in accordance with IT service procedures.
- Track recurring issues and assist in problem root cause analysis and preventive actions.
- Support SLA monitoring, reporting, and service improvement initiatives
- Endpoint onboarding and device lifecycle management
- Software deployment and patching activities
- Endpoint health checks and compliance status...
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