Key Responsibilities: – Act as the first point of contact for IT support queries via phone, email, and ticketing systems. – Guide users on best practices and IT policies. – Maintain a high level of customer service and professionalism. – Diagnose and resolve technical issues related to hardware, software, and network connectivity. – Escalate complex issues to 2nd or 3rd line support when necessary. – Assist in setting up and configuring desktops, laptops, printers, and other peripherals. – Perform routine maintenance and updates on IT systems. – Support Microsoft 365 applications, Windows OS, and basic networking troubleshooting. – Maintain accurate records of issues and resolutions in the IT support ticketing system. Required Skills & Experience: – Proven experience in a 1st line IT support role. – Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory. – Basic understanding of networking principles (TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting). – Experience with IT ticketing systems and remote support tools. – Excellent problem-solving skills and attention to detail. – Strong communication skills, both verbal and written. – Ability to work independently as well as part of a team. – Customer-focused mindset with a proactive approach to issue resolution. – Commitment to continuous learning and staying updated with the latest technology trends. Desirable Qualifications: – Microsoft Fundamentals and Intermediate courses: Azure and 365. – CompTIA A, Network, or Security. – Knowledge of macOS environments. – Experience supporting VoIP systems. .