Act as the first point of contact for end-users via phone, email, or ticketing system.
Troubleshoot and resolve issues related to hardware, software, email, printers, networks, and remote access.
Provide technical support for Windows/Mac operating systems and Microsoft 365 applications.
Manage user accounts and permissions in Active Directory and Microsoft Exchange.
Document issues, resolutions, and follow-ups in the service desk/ticketing system (e.g., ServiceNow, Jira, Freshservice).
Escalate complex or unresolved incidents to higher-level support teams as necessary.
Ensure SLAs and KPIs are met for incident resolution and service delivery.
Participate in onboarding/offboarding processes including device setup and access provisioning.
Maintain knowledge base and contribute to documentation of known issues and resolutions.
