L1 Deskside Support

Key Responsibilities

• Provide day-to-day IT support to end users via phone, email and ticketing systems.
• Troubleshoot and resolve hardware, software, connectivity and application-related issues.
• Manage incidents and service requests using ITSM tools such as ServiceNow, Freshdesk or Remedyforce.
• Support Windows, macOS, Microsoft Office and Apple hardware, including installation, configuration and break/fix troubleshooting.
• Handle user account and access management, including onboarding, offboarding, password resets and account unlocks.
• Perform basic network and connectivity troubleshooting, including internet connectivity and latency issues.
• Provide support for collaboration and cloud platforms such as Microsoft Azure, AWS, Google Workspace, Zoom and JumpCloud.
• Maintain IT asset inventory, coordinate device refresh activities and work with vendors when required.
• Collaborate with Systems, Network and other IT teams on deployments, upgrades and IT projects.
• Maintain accurate ticket updates and technical documentation.

Job Requirements

• 1–3 years of experience in IT Support, Service Desk, Helpdesk or End-User Support.
• Diploma or Bachelor's degree in Information Technology, Computer Science or a related field is preferred.
• Good hands-on knowledge of Windows OS, macOS, Microsoft Office and Apple hardware troubleshooting.
• Experience using an ITSM/ticketing platform, preferably ServiceNow, Freshdesk or Remedyforce.
• Basic understanding of network troubleshooting and connectivity issues.
• Exposure to Azure, AWS, Google Workspace, Zoom or JumpCloud would be an advantage.
• Strong troubleshooting and problem-solving skills.
• Good communication and customer service skills, with the ability to support users professionally.
• Able to work independently and manage multiple support requests effectively.
• Flexibility to provide occasional after-hours or weekend support when required.