Role Brief
What this role involves
Responsibilities
What you will do
- rovide first-line or second-line support to users via phone, email, or remote tools
- Diagnose and resolve technical issues related to:
- Hardware (PCs, laptops, printers)
- Software (Microsoft 365, OS, applications)
- Network and connectivity problems
- Log and track incidents in ticketing systems, ensuring closure within SLA timelines
- Escalate unresolved issues to higher support levels when necessary
- Install, configure, and maintain systems and applications
- Assist in user onboarding (account setup, permissions, access)
- Provide user training and guidance on IT tools and systems
- Maintain documentation of issues, solutions, and knowledge base articles
- Support rollout of new technologies and updates
- Monitor system performance and recommend improvements
Requirements
What you need
Qualifications
- 1 Year experience
Experience level
- 1–3 years (Junior / L1 support)
- 3–5+ years (L2 / Engineer level with cloud/security exposure)
Certifications
- Diploma/Degree in IT, Computer Science, or related field
- Relevant certifications (preferred):
- Microsoft (M365 / Azure)
- CompTIA A+ / Network+
- ITIL
Skills
Skills we are looking for
- Strong troubleshooting and problem-solving skills
- Knowledge of:
- Windows/Mac/Linux operating systems
- Microsoft 365, Azure (preferred in your CPS context)
- Networking basics (TCP/IP, VPN, DNS)
- Experience with help desk/ticketing systems
- Ability to explain technical issues to non-technical users
- Good communication and customer service skill
Benefits
What we offer
- Service desk / helpdesk
- Hybrid or remote support
- Interaction with business users, IT teams, and project teams