o Provide first- and second-level support to end-users for hardware, software, and network-related issues.
o Respond to helpdesk tickets and resolve technical issues related to desktops, laptops, printers, and peripheral devices.
o Assist users with configuring and troubleshooting operating systems (Windows, macOS, etc.) and productivity applications (Microsoft Office Suite, etc.)
2. Hardware Software Installation/Configuration:
o Set up, configure, and deploy new desktop and laptop systems, including installing operating systems, drivers, and necessary software.
o Maintain, upgrade, and repair existing hardware, ensuring minimal downtime for end-users.
o Ensure proper functionality of peripheral devices like printers, scanners, and projectors.
3. Troubleshooting Issue Resolution:
o Diagnose and resolve hardware and software malfunctions, including network connectivity issues, printer issues, and application errors.
o Perform remote troubleshooting and provide on-site support as needed.
o Escalate unresolved issues to the appropriate IT team or third-party vendors.
4. System Maintenance Updates:
o Perform routine maintenance tasks, such as system patches, antivirus updates, and software upgrades.
o Ensure that all desktop and laptop systems are compliant with company security policies (e.g., firewall settings, password policies).
o Maintain system backups and assist with disaster recovery when needed.
5. Documentation Reporting:
o Maintain accurate and up-to-date documentation of all IT support activities, including ticket resolution, system configurations, and software installations.
o Generate reports on common technical issues and provide feedback to improve IT support procedures.
BIKE IS MANDATORY