Job Purpose

The Technical Support role is responsible for providing first-line IT support to end users, ensuring the smooth operation of daily IT services. The role focuses on troubleshooting hardware, software, network, and communication issues, supporting users on-site, and escalating complex problems when required. The objective is to maintain high service availability, minimize downtime, and ensure user satisfaction.

Key Responsibilities

• Provide first-level IT support for end users (hardware, software, and network issues)

• Respond to service requests and incidents in a timely and professional manner

• Troubleshoot PCs, laptops, printers, and peripheral devices

• Support basic network connectivity issues (LAN, Wi-Fi, TCP/IP fundamentals)

• Provide basic support for Cisco network devices (switches, VLANs, port access)

• Assist with installation, configuration, and setup of user devices and IT equipment

• Support Windows operating systems and basic Linux operations

• Provide basic support for cloud services (Azure fundamentals)

• Support VoIP and unified communication systems (basic troubleshooting)

• Escalate complex or critical issues to senior IT or vendors when required

• Document incidents, solutions, and procedures clearly

• Follow IT policies, security standards, and best practices

• Maintain clear and professional communication with all users

Required Qualifications

Education

• Bachelor’s degree in IT, Computer Science, or related field

Experience

• 2–5 years of experience in Technical Support

Technical Skills (Must)

• Hardware & software troubleshooting (PCs, laptops, printers)

• VoIP systems support

• Networking fundamentals (LAN, Wi-Fi, TCP/IP)

• Windows OS support

• Basic Cisco networking knowledge (switching, VLAN awareness)

• Ticket handling & documentation

• Linux basic administration

• Azure fundamentals

• CCNA certification