Sr Executive - IT Technical Support

As a Tier 1 Infrastructure Support Analyst, you will be the first point of contact for end-user technical support, offering assistance and resolving common IT issues. This role is crucial in maintaining the smooth operation of our global IT infrastructure and ensuring a positive user experience. You will work closely with our IT Operations team to provide timely and effective support, following established processes and procedures.

• Serve as the primary IT support contact, handling support requests through the service desk.
• Log, categorize, and prioritize incidents and service requests, updating them in the ITSM platform.
• Provide Level 1 technical support for hardware, software, and standard enterprise applications.
• Troubleshoot Windows desktop and laptop issues, utilizing documented procedures and knowledge articles.
• Support Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Perform password resets, account unlocks, and basic user administration using Active Directory.
• Assist users with VPN connectivity and remote access issues.
• Troubleshoot basic networking and connectivity problems, ensuring optimal network performance.
• Support printers, peripherals, and standard workplace technology, ensuring their proper functioning.
• Install approved software, perform workstation configurations, and maintain accurate documentation.
• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 2-4 years of experience in an IT Service Desk, Help Desk, or End User Support role, with a focus on ticket-based support.
• Working knowledge of IT Service Management (ITSM) tools, such as ServiceNow, Jira Service Management, or similar platforms.
• Basic administration and troubleshooting skills for Windows 10/11 operating systems.
• Familiarity with Microsoft 365 applications and their support requirements.
• Experience with Active Directory user account administration and password management.
• Understanding of VPN and remote connectivity, ensuring secure and efficient access for users.
• Foundational networking knowledge, including TCP/IP, DNS, DHCP, and Wi-Fi protocols.
• Ability to use remote support tools effectively, facilitating efficient troubleshooting and support.
• Strong customer service orientation, with excellent verbal and written communication skills.