About the role
Experience Required: 2 – 4 Years
Responsibility
- Provide L1 and L2 support for end-user IT incidents and requests via phone & remotely.
- Troubleshot issues related to:
- Microsoft 365 (Office 365) – Outlook, Teams, SharePoint, OneDrive,Exchange Online, licensing, and MFA.
- Windows OS (Windows 10/11) – installation, configuration, patching, and performance tuning.
- Hardware – laptops, desktops, docking stations, printers, and peripherals.
- Networking – VPN, IP addressing, Wi-Fi connectivity, and LAN troubleshooting.
- Perform password resets, account unlocks
- Ensure compliance with security policies properly
- Log and manage all support tickets in the ITSM system.
- Troubleshoot and resolve issues within SLA, escalating to higher levels when
required. - Update users on ticket status and ensure timely closure with proper documentation.
Requirements
- Strong knowledge of Office 365 (Outlook, Teams, OneDrive, SharePoint, Exchange Online).
- Proficiency in Windows OS support (Windows 10 & 11).
- Hands-on experience with Active Directory (user/group administration).
- Strong understanding of network basics– TCP/IP, DHCP, DNS, VPN, Wi-Fi
troubleshooting.
- Familiarity with ticketing/ITSM tools
- Ability to communicate technical issues clearly to non-technical users.
- Strong problem-solving, multitasking, and analytical skills.
- Ability to work independently and proactively resolve most issues without
escalation.