Responsibilities
- Act as the first point of contact for IT support inquiries through phone, email, chat, or ticketing platforms
- Identify and resolve fundamental technical problems involving computers, software, network access, printers, and mobile equipment
- Forward advanced or unsolved issues to Tier 2 support or specialized teams following established escalation guidelines
- Record all support activities in the ticketing system with precise, up-to-date, and thorough documentation
- Support the setup of user accounts, password recovery, and access permissions in Active Directory and similar systems
- Guide users in resolving VPN connection issues, including those related to Zscaler
- Adhere to documented procedures when handling routine support tasks and technical problems
- Contribute resolved issues and fixes to the internal knowledge base to enhance team capabilities
- Deliver high-quality customer service by communicating professionally and with understanding
- Engage in regular team meetings, training, and collaborative learning to strengthen technical and support skills
Work Arrangement
On-site
