About this role
Key Responsibilties:
- Provide Level 1 & 2 desktop support for Windows 11 and macOS devices, including laptops, desktops, and peripherals.
- Troubleshoot hardware, OS, application, VPN, Wi-Fi, certificate, and access-related issues through remote and onsite support.
- Manage incidents and service requests in ITSM tools, ensuring timely resolution and adherence to SLAs.
- Perform device provisioning, imaging, upgrades, refreshes, software installations, and redeployments.
- Support Microsoft 365, Teams, Outlook, security applications, and other approved enterprise tools.
- Maintain IT asset inventory, device audits, user account support, and compliance with security policies.
- Collaborate with Security, Network, and Identity teams while supporting technology rollouts, office moves, and knowledge-sharing initiatives.
Key Requirements
- 3-7 years of experience in Desktop Support, End User Computing (EUC), or IT Operations, supporting Windows 11 and macOS environments.
- Strong expertise in PC/Mac hardware troubleshooting, break-fix support, device provisioning, and peripheral management.
- Hands-on experience with ITSM platforms, remote support tools, software deployment, and device lifecycle management.
- Good understanding of networking fundamentals, including Wi-Fi, VPN, DNS, certificates, and connectivity troubleshooting.
- Excellent customer service, communication, and stakeholder management skills with a strong focus on SLA adherence.
- Proven ability to prioritize workloads, resolve issues efficiently, and demonstrate ownership, accountability, and attention to detail.
- Diploma or Bachelor's degree in IT/Computer Science or related field; Microsoft, Apple macOS, and ITIL certifications are an added advantage.