Responsibilities

• Deliver high-quality technical support and customer service, ensuring all incidents and service requests are resolved promptly and professionally.
• Install, configure, upgrade, support, and troubleshoot Microsoft Windows operating systems and authorized applications, including Microsoft Office, Adobe, and laboratory workstation software.
• Provide hands-and-eyes support for IT infrastructure components, including servers, storage systems, tape media, network devices, voice systems, and structured cabling.
• Install, maintain, and troubleshoot desktops, laptops, printers, and other authorized peripheral devices.
• Perform hardware break-fix services and preventive maintenance for end-user computing devices and peripherals.
• Support desktop lifecycle management activities, including hardware deployment, asset tracking, system builds, software installation, user migration, refresh programs, and decommissioning.
• Maintain accurate IT asset records and ensure proper documentation of configurations, inventory, and support activities.
• Coordinate with external vendors and service providers for equipment repair, maintenance, and escalations.
• Monitor and manage ticket queues to ensure incidents and requests are accurately logged, categorized, prioritized, diagnosed, escalated, and resolved within service standards.
• Ensure compliance with Service Level Agreements (SLAs) and contribute to continuous service improvement initiatives.
• Support day-to-day IT operations in a fast-paced enterprise environment.

Requirements

• Diploma in Information Technology, Information Systems, or related discipline.
• Minimum 2 years of experience in end-user or desktop support.
• Good working knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Experience supporting desktop hardware, laptops, printers, and peripheral devices.
• Basic understanding of IT infrastructure concepts, including networking, VPN, servers, and connectivity troubleshooting.
• Strong customer service mindset with good interpersonal and communication skills.
• Ability to work effectively in a fast-paced and demanding environment.
• Strong problem-solving, multitasking, and organizational skills.
• Process-oriented with attention to detail and documentation.
• Self-motivated team player with initiative and a positive attitude.
• Good spoken and written English.