Job Responsibilities:
- End-User Support
- Provide first and second-level IT support for desktops, laptops, and mobile devices
- Troubleshoot hardware, software, and operating system issues (Windows)
- Support meeting room and meeting room communication devices (Polycom)
- Support users in Microsoft 365 applications (Outlook, Teams, Excel, Word, etc.)
- Resolve login, network, VPN, and access-related issues
- Deskside / On-Site Support
- Perform hands-on support including device setup, repair, replacement, and upgrades
- Manage onboarding and offboarding of employees (laptop setup, account provisioning, asset assignment)
- Conduct office IT checks (meeting rooms, printers, conferencing systems)
- Support VIP users on endpoint issues on-site
- Incident & Request Management
- Log, track, and resolve IT Support tickets in ITSM tools (e.g.,Jira)
- Escalate complex issues to infrastructure or application teams when needed
- System & Device Management
- Install, configure, and update software and patches
- Ensure antivirus/EDR tools (e.g., BitDefender) are installed, running.
- Manage device compliance with company security policies
- Support encryption tools (BitLocker)
- Asset & Inventory Management
- Track IT assets (laptops, monitors, peripherals)
- Maintain accurate records in asset management systems
- Assist with stock control and procurement requests
Requirements:
- Diploma or Degree holder in Computer Science or related discipline, preferably with 3+ years of relevant experience
- Knowledge/experience in Windows OS troubleshooting (Windows 11), Microsoft 365 support, Basic networking (IP, DNS, VPN)
- Knowledge/experience in Active Directory / Entra ID user support, ITSM tools (Jira preferred)
- Strong customer service and communication skills
- Ability to work in a regulated enterprise environment (e.g. insurance)