About this role
Area(s) of responsibility
- Excellent verbal and written communication skills.
- Strong customer service orientation with the ability to handle user queries professionally.
- Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively.
- Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies.
- Expertise in providing remote support for mobile devices.
- Respond to IT support requests via phone, chat, and email.
- Download, install, and configure software based on user requirements.
- Ensure proper use of applications, networks, and IT equipment.
- Test and update existing software as required.
- Escalate complex or advanced IT support cases to the appropriate teams.
- Maintain IT documentation, including network, asset, and user details.
- Document all actions taken, troubleshooting steps, and resolutions accurately in the ticketing system.
- Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components.
- Ensure optimal performance of computer networks and related systems.
- Ability to work flexible shifts and adapt to changing work schedules.
- Prior experience working in a Support Center or Service Desk environment.
- Analyze issues and identify appropriate software or hardware solutions.
- Understanding of ITIL concepts; ITIL Foundation certification preferred.
- Good understanding of Microsoft applications, Microsoft 365, and Active Directory.
- Ability to work independently with minimal supervision.