Provide first-level support for hardware, software, and network-related issues for internal and external users.
Troubleshoot and resolve issues related to operating systems, application software, and peripherals.
Installation & Configuration:
Set up, configure, and install desktop hardware and software.
Install, configure, diagnose, and resolve technical issues related to Microsoft products, including:
Microsoft client operating systems (Windows 7, Windows 8, Windows 10)
Email (Outlook)
File print services
MS Office and other business applications
Install, configure, diagnose, and resolve issues related to technology peripherals such as desktops, thin clients, laptops, printers, and scanners.
System Migration & Deployment:
Perform migration and deployment of desktops and laptops as per company standards.
Remote Support & Communication:
Communicate with overseas customers and resolve their desktop-related problems using remote tools like MS Teams and Skype.
Security & Maintenance:
Support desktop maintenance, security maintenance, including virus updates and patch management.
Perform routine system maintenance, including updates and patches.
User Assistance & Training:
Assist with setting up workstations for new employees.
Provide training on standard software and systems.
Documentation & Compliance:
Document and track issues and their resolutions.
Ensure compliance with IT policies and security standards.
Collaboration & Technical Communication:
Interact with technical personnel at various levels.
Address technical issues for non-technical associates effectively.
Service Efficiency:
Ensure timely and efficient resolution of issues within the defined timeframe.
The scope of work is not limited to outlined herein. These responsibilities are subject to modification or expansion based on evolving business needs and requirements.