Roles and Responsibilities

• Provide Level 2/3 support for hardware, software, OS, and basic network issues.
• Resolve escalated incidents within SLA and ensure IT policy and security compliance.
• Supervise, mentor, and allocate tasks to desktop support technicians.
• Conduct performance reviews and provide training as needed.
• Act as a liaison between end-users and IT management.
• Communicate updates on major incidents and planned maintenance.
• Maintain documentation, SOPs, and drive process improvements.
• Manage hardware/software inventory and asset lifecycle.
• Coordinate IT asset procurement and deployment.

Required Skills & Qualifications

• Strong knowledge of Windows and macOS operating systems.
• Hands-on experience with Active Directory, Office 365, and basic networking concepts.
• Familiarity with ITIL framework and ticketing systems such as ServiceNow.
• Proven experience in Level 2/3 desktop support roles.
• Excellent problem-solving, leadership, and decision-making skills.
• Strong verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.

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