Key Responsibilities

• Provide Level 1 technical support via hotline, email, ticketing systems, and remote/on-site assistance.
• Support internal users and external stakeholders with IT-related issues.
• Log, track, and manage incidents while ensuring SLA compliance for response and resolution times.
• Perform basic troubleshooting for hardware, software, network, and access-related issues.
• Manage endpoint compliance and support software vulnerability remediation activities.
• Handle laptop setup, hardware deployment, and device imaging.
• Contribute to process improvements and automation initiatives.
• Escalate unresolved issues to Level 2 support teams and follow up to ensure timely resolution.
• Maintain accurate documentation of incidents, requests, and solutions.
• Participate in rotational shift schedules to support operational coverage.

Requirements

• Bachel...