Requirements
Bachelor’s degree in computer science, Information Technology, or a related field.3+ years of experience in technical support rolesMicrosoft 365 Certified: Fundamentals (MS-900) or Endpoint Administrator Associate.Microsoft Certified: Modern Desktop Administrator Associate (MD-102) or equivalent.
Description
End-User Support:Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.Respond to tickets, emails, and phone calls from end-users and resolve technical problems in a timely and efficient manner.Hardware Troubleshooting:Diagnose and resolve hardware issues on desktops, laptops, printers, and other peripherals.Perform hardware installations, upgrades, and maintenance as needed.Software Troubleshooting:Troubleshoot and resolve software issues, including applications, operating systems, and utilities.Assist end-users with software installations, configurations, and updates.Network Support:Assist in troubleshooting network connectivity issues, both wired and wireless.Collaborate with network administrators to resolve complex network problems.System Administration:Perform basic system administration tasks, including user account management, password resets, and access permissions.Assist in the maintenance of servers, backups, and other IT infrastructure components.Remote Support:Provide remote support to end-users who are working from different locations.Use remote desktop tools to troubleshoot and resolve issues.Documentation:Create and maintain documentation for technical processes, troubleshooting steps, and standard operating procedures.Document common issues and their resolutions for knowledge base articles.Customer Service:Deliver excellent customer service by ensuring clear communication and a positive attitude.Educate end-users on IT policies, procedures, and best practices.