Responsibilities:
- Provide first-level support for IT-related issues, including troubleshooting hardware, software, and network problems.
- Respond to service requests and incidents through phone, email, or in-person, ensuring timely resolution or appropriate escalation.
- Set up desktops, laptops, printers, and peripherals, including installing and configuring operating systems and software applications.
- Perform system upgrades, patches, and maintain user workstations and IT infrastructure.
- Diagnose and resolve hardware and software issues on desktops, laptops, printers, and network systems.
- Assist with network connectivity issues, ensuring proper configuration of VPNs, Wi-Fi, LAN, etc.
- Perform system backups and data recovery when necessary.
- Create, update, and manage user accounts, passwords, and security permissions in systems like Active Directory and Office 365.
- Support onboarding and offboarding processes, including equipment setup and recovery.
- Maintain detailed logs of support activities, resolutions, and follow-up actions using a ticketing system.
- Document technical procedures, solutions, and FAQs for user reference.
- Perform routine hardware maintenance, repairs, and replacement of faulty components.
- Manage IT equipment inventory and ensure necessary hardware and software licenses are available.
- Collaborate with other IT team members and departments to resolve complex issues.
- Communicate effectively with non-technical users to resolve issues and explain technical solutions.
Requirements:
- 2-3 years of experience in IT support, desktop support, or a similar technical role.
- Experience working with Windows and macOS operating systems, troubleshooting hardware, software, and networking issues.
- Proficiency in Windows, macOS, and Linux environments.
- Experience with Microsoft Office 365, Active Directory, VPN configuration, and remote desktop support tools.
- Knowledge of network protocols (TCP/IP, DNS, DHCP) and basic network troubleshooting.
- Familiarity with ticketing systems and IT Service Management (ITSM) tools.
- Strong problem-solving and analytical abilities.
- Excellent communication and interpersonal skills.
- Ability to work independently and prioritize tasks in a fast-paced environment.
- Customer-oriented with a focus on delivering excellent support.
To apply, simply click the "Apply" button or send your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is expanding and actively seeking talented individuals. We encourage applicants to follow Percept Solutions on LinkedIn at https://www.linkedin.com/company/percept-solutions/to stay informed about new opportunities and events.
