Service Window:
Standard service window: Monday to Friday, 09:00 – 18:00 (local time).
Public holidays follow the local public holiday schedule of the supporting country.
Depending on business needs, working hours may be extended to a 9-hour schedule.
Key Responsibilities
Provide first-level technical support to internal users via phone, email, or ticketing system.
Troubleshoot hardware, software, network, and account-related issues.
Log, track, and prioritize incidents and service requests in the help desk system.
Escalate unresolved issues to higher-level IT teams when necessary.
Support user account setup, password reset, and system access management.
Install, configure, and maintain end-user devices (PCs, laptops, printers, mobile devices).
Document common issues and solutions, and contribute to knowledge base updates.
Assist with IT onboarding for new employees.
Ensure compliance with company IT policies and security standards.
Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
1–3 years of experience in IT support or help desk role.
Familiarity with Windows, macOS, Office 365, and common business applications.
Basic understanding of networking (TCP/IP, VPN, Wi-Fi).
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to work independently and manage multiple tasks under pressure.
IT certifications (e.g., CompTIA A+, ITIL, Microsoft, Cisco) are a plus.