IT Support Executive / IT Helpdesk
Full Job Description
Role & Responsibilities
Technical Environment & Core Competencies
Demonstrate proficiency in managing and administering Windows 10/11 and macOS operating systems, along with extensive experience in Microsoft 365 administration. Possess a foundational understanding of networking principles, including DNS, DHCP, and TCP/IP protocols.
User Support & Troubleshooting
Provide first-level technical support to users through various channels such as phone, email, and remote access tools. Effectively troubleshoot and resolve issues related to hardware, software, printers, and network connectivity. Escalate complex technical challenges to Level 2 or Level 3 support teams as necessary.
Desktop & Laptop Management
Install, configure, and maintain desktop and laptop hardware, as well as operating systems (Windows/macOS). Assist users with login authentication, password resets, and user profile configurations. Conduct regular system updates and perform antivirus checks to ensure system security.
Software Installation & Licensing
Install and troubleshoot core applications including MS Office, web browsers, and email clients. Ensure adherence to software licensing agreements and maintain accurate documentation.
Peripheral & Device Support
Configure and provide support for peripherals such as printers, scanners, webcams, and VoIP devices. Identify and report any malfunctioning hardware for repair or replacement.
IT Asset & Inventory Management
Maintain precise inventory records for all IT equipment. Track the allocation, movement, and status updates of assets within the designated system.
Documentation & Ticket Management
Accurately log all reported issues within the ticketing system. Ensure prompt follow-up and resolution of all open tickets. Develop and maintain documentation for common issues and their corresponding solutions.
Basic Network Support
Troubleshoot connectivity issues related to Wi-Fi, LAN, and VPN. Collaborate with network support teams for escalations when required.
Preferred Candidate Profile
We are seeking candidates with 2 to 5 years of experience in IT Helpdesk or Desktop Support roles. The ideal candidate will possess strong troubleshooting and problem-solving abilities, coupled with excellent verbal and written communication skills. The capacity to articulate technical solutions clearly to non-technical users is essential. A keen attention to detail and a service-oriented approach are highly valued.
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