About the role
Roles & Responsibilities
User Support (Help Desk & Service Desk):
• Serve as the first point of contact for IT issues via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network issues for staff.
• Escalate unresolved issues to higher-level support or external vendors.
System & Infrastructure Support:
• Assist in administering servers, Active Directory, O365, email systems, and network devices.
• Monitor system performance, apply patches and updates, and ensure security baselines are maintained.
• Provide support for IT infrastructure projects such as domain migrations and ERP integration.
Service Management & Documentation:
• Maintain accurate records of incidents, problems, and service requests in the ITSM or ticketing system.
• Follow ITIL-aligned processes (Incident, Request, Problem, and Change Management).
• Document troubleshooting steps, FAQs, and IT procedures.
Operational & Preventive Maintenance:
• Support regular data backups and system recovery testing.
• Perform preventive maintenance on IT assets (PCs, printers, network devices, etc.).
• Coordinate with vendors for AMC contracts, warranty claims, and license renewals.
End-User Enablement:
• Install, configure, and maintain desktops, laptops, mobile devices, and printers.
• Provide training to users on key IT systems (Odoo ERP, Microsoft 365, SharePoint, VPN, etc.).
• Ensure compliance with IT policies on security, acceptable use, and data confidentiality.
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