Job Description
Responsibilities
- Handle inbound support calls and troubleshoot technical issues.
- Provide L1 support for Windows/macOS, Microsoft 365, Active Directory, VPN, and enterprise applications.
- Manage and document incidents using ticketing tools such as ServiceNow, Jira, or Zendesk.
- Resolve user issues on first contact whenever possible and escalation of complex cases when needed.
- Follow up on open tickets and ensure SLA compliance.
- Communicate technical solutions clearly to non-technical users.
Qualifications
- 1–3 years of experience in a Service Desk, Help Desk, Technical Support, or Call Center environment.
- Experience supporting Windows, macOS, Microsoft 365, Active Directory, and VPN connectivity.
- Familiarity with ITSM/ticketing tools (ServiceNow, Jira, Zendesk, etc.).
- Basic knowledge of networking concepts (TCP/IP, DNS, Wi‑Fi, VPN).
- Strong communic...