Key Responsibilities
1. Desktop & Technical Support
- Provide first-level support for Windows OS, Microsoft 365, hardware, software, email, printers, and user access issues.
- Install, configure, maintain, and troubleshoot computers, laptops, printers, and IT peripherals.
- Manage IT assets, inventory, and equipment allocation.
2. Network & Infrastructure Support
- Maintain and troubleshoot LAN/WAN, Wi-Fi, switches, routers, and network connectivity.
- Assist with firewall administration, VPNs, access rules, and network security.
- Support network cabling, patch panels, and infrastructure monitoring.
3. Hardware & Vendor Management
- Diagnose hardware issues, perform upgrades, preventive maintenance, and coordinate repairs or replacements.
- Coordinate with ISPs and IT vendors for connectivity, procurement, maintenance, and technical support.
- Monitor vendor performance, warranties, service requests, and SLAs.
4. Cloud & AWS Support
- Assist with AWS infrastructure monitoring, resource checks, and access management under supervision.
- Understand basic cloud computing, security, backup, and availability concepts.
5. Cybersecurity & IT Compliance
- Support endpoint security, antivirus/EDR monitoring, patching, and system updates.
- Assist with MFA, access controls, and security policies.
- Identify and report security incidents, phishing attempts, and support routine backups and IT documentation.
Required Qualifications & Skills
- Bachelor’s degree or diploma in IT, Computer Science, Networking, or a related field.
- 1–3 years of relevant IT support or IT operations experience.
- Good knowledge of Windows OS, Microsoft 365, desktop troubleshooting, and hardware maintenance.
- Working knowledge of TCP/IP, DNS, DHCP, LAN/WAN, switches, routers, Wi-Fi, and VPNs.
- Basic understanding of firewalls, network security, AWS, cloud computing, and cybersecurity.
- Hands-on experience with computers, printers, UPS systems, and IT peripherals.
- Strong troubleshooting, communication, documentation, and vendor coordination skills.
Preferred Certifications & Experience
- CompTIA A+, Network+, CCNA, AWS Cloud Practitioner, or equivalent certifications.
- Familiarity with Active Directory, Microsoft Entra ID, endpoint management, IT asset management, and ticketing systems.
- Experience working in an enterprise IT environment.
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