• Deliver frontline technical support to end-users via multiple communication channels (chat, email, phone, remote tools).
• Troubleshoot and resolve hardware, software, and network-related issues in a timely and effective manner.
• Manage the setup and deactivation of user accounts across platforms such as Active Directory and Google Workspace.
• Assist in employee onboarding/offboarding by configuring IT systems and conducting user training on tools and best practices.
• Maintain accurate documentation of issues, solutions, and processes using IT ticketing systems.
• Monitor system performance and escalate complex technical issues as needed.
• Ensure compliance with IT security policies, protocols, and industry best practices.
• Support Windows and macOS environments and assist users with common productivity tools and applications.
• Collaborate with other IT team members to improve internal support processes and infrastructure.
• Stay updated with new technologies and propose improvements to enhance service delivery.
• Minimum of 3+ years of experience in an IT Helpdesk or technical support role.
• Strong troubleshooting and analytical skills with the ability to resolve a wide range of IT issues.
• Excellent verbal and written communication skills with a strong focus on customer service.
• Hands-on experience supporting both Windows and macOS platforms.
• Proficiency with IT ticketing systems and remote support tools.
• Working knowledge of Active Directory, Google Workspace, or similar user account management platforms.
• Familiarity with networking fundamentals and IT security best practices.
• Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• High attention to detail and strong documentation skills.
• Relevant certifications such as CompTIA A+, ITIL, or Microsoft Certified are a plus.

Please refer to job description.