Technical Support Technician
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Job Description
HelpDesk Support Technician responsible for providing technical support to users. Handling L1/L2 troubleshooting, ticket management, onboarding/offboarding tasks.
Responsibilities:
- Provide timely support for hardware, software, OS, and network‑related issues.
- Troubleshoot Windows OS, VPN, MFA, email, and business applications.
- Resolve incidents through remote or onsite support.
- Escalate complex issues to L2/L3, Lead, or IT teams as needed.
- Maintain strong customer service and communication throughout the support process.
- Manage assigned tickets in the HelpDesk system (Jira Service Management or similar).
- Ensure accurate ticket categorization, prioritization, and status updates.
- Meet or exceed SLA targets for response and resolution.
- Document troubleshooting steps, root cause, and resolution clearly.
- Avoid overdue tickets through proactive communication and follow‑through.
- Prepare and configure laptops for new hires.
- Set up user accounts, access permissions, and required applications.
- Support secure offboarding by revoking access and recovering assets.
- Support allocation, replacement, and recovery of equipment.
- Maintain accurate asset records and assist with audits.
- Report low inventory levels and coordinate replenishment with procurement.
- Install and configure business applications and productivity tools.
- Support MFA, VPN, endpoint protection, and security tools.
- Ensure compliance with IT security policies and data protection standards.
- Assist with password resets, access requests, and permission updates.
- Maintain accurate documentation of troubleshooting steps and procedures.
- Communicate proactively with users regarding ticket progress and expectations.
- Collaborate with IT, Automation, and Professional Services teams on cross‑functional issues.
Requirements:
- 1–3 years in IT support or HelpDesk roles
- Strong understanding of Windows 11 troubleshooting
- Basic networking knowledge (DNS, DHCP, VPN, Wi‑Fi)
- Experience with endpoint security tools (antivirus, BitLocker, MFA)
- Familiarity with Active Directory and user provisioning
- Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)
Benefits:
- Professional development opportunities
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