Responsibilities

• Troubleshoot and resolve technical issues in Windows 10 systems to maintain user productivity
• Manage and resolve support tickets using ticketing tools while meeting quality standards and SLA deadlines
• Prioritize and complete support requests by applying service level agreement guidelines to ensure timely resolution
• Communicate clearly and professionally with staff at all levels to deliver effective customer service and technical assistance
• Follow detailed instructions accurately and maintain focus under pressure to meet operational requirements
• Provide flexible support coverage for branch offices and weekend shifts to ensure continuous IT support

Preferred competencies and qualifications

• Participate in large-scale Windows migration projects to support system upgrades and transitions
• Possess a minimum of 3 years of relevant technical support experience