Job Summary

Support Windows 10/11 environments by managing tickets and requests, ensuring quality and SLA compliance, and providing branch and weekend support while maintaining effective communication with staff at all levels.

Responsibilities

• Support Windows 10/11 systems by troubleshooting and resolving technical issues to maintain operational stability
• Manage and resolve tickets and requests using ticketing tools while adhering to quality parameters and SLA requirements
• Apply knowledge of ticket SLA to prioritize and escalate issues appropriately to meet service standards
• Provide branch and weekend support flexibly to ensure continuous IT service availability
• Communicate clearly and professionally with staff at all levels to deliver effective customer service and technical support
• Follow detailed instructions carefully and maintain focus under pressure to complete tasks accurately

Preferred competencies and qualifications

• Experience participating in large-scale Windows migration projects to support system upgrades and transitions
• Minimum 3 years of relevant IT support experience