Requirements

Optional technologies

Active Directory

Employer requirements

• 1-2 years of experience in an IT support or helpdesk role.
• Basic knowledge of Microsoft 365 applications, Windows operating systems, and common office hardware.
• Understanding of Active Directory user management is a plus.
• Excellent communication skills and a customer-focused approach.
• Strong problem-solving abilities with the willingness to learn and grow in a fast-paced environment.
• Ability to work effectively in a team and follow established procedures.
• Conversational proficiency in English.

Your responsibilities

• Serve as the first point of contact for IT-related requests and incidents from internal users via ticketing systems.
• Accurately log, categorize, and prioritize incoming issues, ensuring prompt follow-up and resolution.
• Provide first-line troubleshooting and support for software, network connectivity, Microsoft 365 applications, and peripheral devices.
• Assist in password resets, account unlocks, and basic user account management in Active Directory and Azure Active Directory.
• Escalate complex issues to second or third-line support teams, ensuring all relevant information is documented.
• Maintain and update knowledge base articles and user guides to promote self-service and reduce recurring issues.
• Support onboarding and offboarding activities, including workstation setup, software installation, and access provisioning.
• Participate in continuous improvement initiatives to enhance service quality and efficiency.
• Monitor IT systems and proactively report potential issues or trends.