Job description
Key Responsibilities Troubleshoot Windows 10/11, desktops, laptops, printers, and peripherals Provide Microsoft 365/O365 support (Outlook, Teams, OneDrive, Office apps) Configure and troubleshoot Outlook (profiles, mail setup, connectivity issues) Resolve Wi-Fi, LAN, VPN, IP/DNS/DHCP issues Log, track, and resolve incidents/service requests in ticketing tools (ServiceNow/Jira/Remedy) Ensure SLA adherence and timely ticket updates Handle password resets, account unlocks, and basic Active Directory tasks Support endpoint tools like SCCM (patching, software deployment, inventory) Basic exposure to BitLocker recovery and device encryption issues Follow DLP/security policies and escalate complex issues to L2/L3 teams Required Skills Windows OS troubleshooting O365 & Outlook support Basic networking knowledge ITSM/ticketing tools SLA-driven support experience Incident & service request handling