Job Description
Provide Level 1 technical support through phone, email, chat, and ticketing systems.
Log, categorize, prioritize, and track incidents and service requests.
Troubleshoot and resolve issues related to:
Windows operating systems
Microsoft 365 applications
Outlook, Teams, OneDrive, and SharePoint
Printers and peripherals
Basic network connectivity
Perform user account administration in Active Directory and Azure AD.
Support password resets, access requests, and mailbox management.
Escalate unresolved issues to Level 2/Level 3 support teams.
Monitor ticket queues and ensure SLA compliance.
Maintain accurate documentation of incidents, resolutions, and knowledge articles.
Assist in onboarding and offboarding activities.
Follow ITIL-based Incident, Request, and Problem Management processes.