24 x 7 rotational shift. Weekly off as per roaster plan.

Key Responsibilities

Technical Troubleshooting: Diagnose and resolve hardware, software, and networking issues for local and remote end-users via phone, email, chat, or in-person walk-ups.
Deployment & Setup: Install, configure, and upgrade operating systems (Windows, macOS, Linux) and standard office automation software (e.g., Microsoft 365, Google Workspace). Assemble and deploy workstations, laptops, printers, and peripherals.
Ticket Management: Log, monitor, track, and close all support requests using our internal IT service ticketing system (e.g., [ServiceNow / Jira / Freshservice]). Escalate complex system failures to the appropriate tier-3 infrastructure or engineering teams when necessary.
Identity & Access Management: Manage user accounts, password resets, and network resource permissions utilizing Active Directory, Azure AD, or similar directory services.
Network & Connectivity Support: Troubleshoot core connectivity issues, including Local Area Networks (LAN), Wi-Fi setups, VPN configurations, and remote access systems.
Security & Compliance: Ensure endpoint security by implementing patch updates, maintaining antivirus scans, and monitoring data encryption protocols.
Asset & Inventory Tracking: Maintain accurate technical documentation and log corporate hardware/software licenses to track equipment lifecycles.
User Orientation: Provide basic onboarding and technical guidance to employees regarding software applications and security best practices.

Required Skills & Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent hands-on experience).
Experience: [1–3+ years] of proven experience working as a desktop support engineer, IT helpdesk technician, or technical support specialist.
Operating Systems: Advanced familiarity with Windows 10/11, macOS, and system diagnostics.
Networking Protocol: Solid grasp of TCP/IP, DNS, DHCP, and secure remote desktop utilities.
Hardware Proficiency: Deep understanding of internal computer components (RAM, storage upgrades, chipsets) and mobile device synchronization.
Soft Skills: Outstanding customer service demeanor, strong active listening habits, and clear verbal and written communication skills.

Habilidades requeridas

Hardware, Software, and Network TroubleshootingWindows 10/11, macOS, and Linux AdministrationOperating System Installation, Configuration, and UpgradesMicrosoft 365 and Google Workspace SupportWorkstation, Laptop, Printer, and Peripheral DeploymentIT Service Ticket Management and EscalationActive Directory and Azure AD Account and Access ManagementTCP/IP, DNS, and DHCP TroubleshootingLAN, Wi-Fi, VPN, and Remote Access SupportEndpoint Security, Patch Management, and Antivirus MonitoringComputer Hardware Diagnostics and Component UpgradesIT Asset, License, and Lifecycle DocumentationCustomer Service, Active Listening, and Technical CommunicationEmployee Onboarding and User Technical Guidance

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