Responsibilities (including but not limited to)

• Provide Tier 1 Technical Support for hardware, software, and end-user issues, ensuring timely resolution and minimal disruption to business operations.

• Utilize ITSM tools for IT asset and inventory management, including tracking, lifecycle management, and supporting procurement of hardware and software.

• Troubleshoot issues related to Windows OS, Microsoft Office 365, Active Directory (user accounts, permissions, password resets, MFA), and basic networking.

• Provide remote and desk-side support via calls, Microsoft Teams, and remote desktop tools, maintaining a strong focus on customer service and user experience.

• Install, configure, and maintain end-user devices, systems, and peripherals (printers, hardware components) to ensure reliability and performance.

• Monitor system performance, diagnose faults, and perform root cause analysis for recurring technical issues.

• Escalate complex or unresolved issues to Tier 2 support teams in accordance with established escalation procedures.

• Support IT infrastructure initiatives, including system upgrades, deployments, patching, and implementation activities.

• Maintain and update IT documentation, including standard operating procedures, system configurations, and troubleshooting guides.

• Collaborate with internal teams to improve service delivery, operational efficiency, and system performance.

• Ensure accuracy and consistency in incident, request, and asset data across ITSM platforms.

• Contribute to process improvement initiatives to enhance support workflows, knowledge sharing, and overall IT service quality.

Education and Experience

• BSc in Computer Engineering/ Science, Computer Information Systems from an accredited institution.

• Microsoft and CompTIA Certifications. CCNA will be an asset

• Knowledge of Windows Servers environments and Active Directory

• Competency in data backups and cybersecurity best practices

• At least 3-5 years experience in supporting network infrastructure and IT operations including, hardware, software installation, troubleshooting

• Self-driven, process-oriented, organized with the ability to manage priorities and perform effectively under pressure.