Job Description

MAIN OBJECTIVE OF ROLE: To provide frontline technical assistance and support to end-users, ensuring smooth and uninterrupted IT operations. KEY RESPONSIBILITIES:
Serves as the first point of contact for IT support, addressing and resolving hardware, software, and network-related issues promptly. Assists in deploying and maintaining end-user computing devices, including desktops, laptops, and peripherals. Troubleshoots and resolves issues related to Microsoft Office 365, MS Edge, and antivirus solutions like Kaspersky. Supports mobile device management (e.g., iPhones, iPads) and associated tools such as AirWatch and Intune. Monitors and maintains network connectivity within LAN/WAN environments, escalating complex issues as necessary. Performs routine tasks such as installing and upgrading enterprise applications, maintaining system health, and ensuring user access compliance. Documents technical incidents, solutions, and IT procedures for future reference and knowledge sharing. Supports the IT telephony systems such as Avaya and Cisco Unified Communications under the guidance of Engineers. Identifies risks and take appropriate actions in compliance with IT security standards and organizational policies.

QUALIFICATIONS:
Bachelor's Degree (3+ years) Diploma or bachelor's degree in IT, Computer Science, or related fields. Fluent in English 3 years in an IT support or customer service role. 6 years' experience without certification requirements Windows, macOS, Linux, ITSM tool, Microsoft 365, Azure, Google Workspace, Microsoft Intune, SCCM, JAMF, TeamViewer, AnyDesk, BitLocker, Defender, Zoom, Webex, DNS, DHCP, and VPN. Years with qualifications: 3 - 5 years ITIL 4 Foundation Certification CompTIA A+ (Essential for foundational IT support skills) Microsoft Certified: Modern Desktop Administrator Associate

COMPETENCIES:
Customer Focus Teamwork Effective Communication Personal Accountability & Commitment to achieve Resilience & Flexibility (Can do attitude)

ISR Requirements: Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.