Key Responsibilities

·      Microsoft 365 Administration

·      Administer and manage user accounts in Microsoft 365.

·      Handle user onboarding and offboarding processes.

·      Assist users with M365-related issues, including email, OneDrive, SharePoint, and Teams.

·      IT Service Management (ITSM)

·      Monitor and respond to IT service tickets.

·      Prioritize and escalate tickets based on severity and impact.

·      Ensure timely resolution of incidents and service requests.

·      Maintain detailed records of issues and solutions in the ticketing system.

·      Laptop and PC Support

·      Provide technical support for user laptops, including hardware and software troubleshooting.

·      Perform routine maintenance and updates on user devices.

·      Assist with the setup and configuration of new laptops and peripherals.

·      Resolve connectivity and performance issues.

·      End-User Support

·      Diagnose and resolve technical issues reported by end users.

·      Provide step-by-step guidance for resolving common problems.

·      Collaborate with IT team members on complex issues.

·      Document troubleshooting steps and solutions for future reference.

·      Printer and Device Management

·      Manage and maintain office printers and multifunction devices.

·      Troubleshoot and resolve printer issues, including connectivity and print quality problems.

·      Ensure regular maintenance and replenishment of printer supplies.

·      Coordinate with vendors for repairs and replacements as needed.

·      User Training and IT Policies

·      Provide comprehensive IT support to end users, ensuring high levels of customer satisfaction.

·      Educate users on IT policies, best practices, and self-service resources.

·      Conduct training sessions for new users on IT tools and systems.

·      Web Hosting and Maintenance

·      Monitor and support web pages and hosting services.

·      Assist with updates, maintenance, and troubleshooting of websites.

·      Collaborate with web developers to ensure smooth operation and performance of web services.

·      Provide first-level support for web hosting issues and escalate as needed.

·      Qualifications

·      Proven experience in IT Help Desk or PC Support roles.

·      Strong knowledge of Microsoft 365 and its components.

·      Familiarity with IT service management (ITSM) tools and practices.

·      Excellent problem-solving and communication skills.

·      Ability to collaborate effectively with team members and end users.

Skills

Key Areas of Expertise

• M365
• ITSM
• Laptops, Desktops & Printers
• Network (both LAN & WIFI)
• Communication & Collaboration
• Identity (IAM)
• Web Portal Management
• Domain and Hosting
• DNS, DHCP, NTP & AAA RADIUS

Tools and Technologies

• Proficiency in managing Microsoft 365 user accounts and services.
• Strong knowledge of ITSM ticketing systems and best practices.
• Experience troubleshooting hardware and software issues on laptops.
• Ability to diagnose and resolve technical problems efficiently.
• Familiarity with printer management and troubleshooting.
• Basic knowledge of web page maintenance and hosting services.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Certifications

• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft Certified: Azure Fundamentals (AZ-900)
• ITIL Foundation
• Apple Certified Support Professional (ACSP)
• Cisco Certified Support Technician (CCST)
• Cisco Certified Network Associate (CCNA)