Responsibilities (Key areas of Responsibilities):

Technical Support:

~ Provide first and second-level technical support to end-users via phone, email, chat, ZOOM Meeting or in-person.

~ Troubleshoot and resolve hardware, software, and network-related issues across Google Workspace, Apple iPads, MacBooks, and Windows devices.

~ Assist with the setup, configuration, and maintenance of desktops, laptops, printers, and other peripherals.

Incident Management:

~ Log, track, and resolve support tickets using a ticketing system (e.g, Zendesk).

~ Escalate complex issues to senior engineers or relevant teams as needed.

~ Ensure timely resolution of issues while meeting SLAs (Service Level Agreements).

User Account Management:

~ Assist with user account creation, modification, and deletion in Google Workspace Admin Console, Active Directory, or other systems.

~ Reset passwords and troubleshoot login issues across multiple platforms.

Software and System Maintenance:

~ Install, configure, and update software applications on Windows, macOS, and iPadOS devices.

~ Perform basic server and network troubleshooting.

~ Assist with patch management and system updates across all platforms.

Google Workspace Support:

~ Provide support for Google Workspace applications (Gmail, Google Drive, Google Meet, Google Calendar, etc.).

~ Assist with user onboarding, email configuration, and collaboration tool setup.

~ Troubleshoot and resolve issues related to Google Workspace services.

Apple Device Support:

~ Configure and troubleshoot Apple iPads and MacBooks for end-users.

~ Assist with Apple ID management, app installations, and device enrollment in MDM (Mobile Device Management) solutions.

~ Provide support for macOS and iPadOS-related issues.

Windows Environment Support:

~ Troubleshoot and resolve issues related to Windows operating systems (Windows11).

~ Assist with software installations, driver updates, and hardware diagnostics on Windows devices.

Documentation and Knowledge Sharing:

~ Create and update technical documentation, FAQs, and knowledge base articles.

~ Train end-users on basic IT procedures and tools across all platforms.

Customer Service:

~ Maintain a professional and courteous demeanor when interacting with users.

~ Follow up with users to ensure issues are fully resolved and satisfaction is achieved.

Collaboration:

~ Work closely with other IT teams to resolve cross-functional issues.

~ Participate in team meetings and contribute to process improvements.

Requirements:

Education:

~ Diploma in Information Technology, Computer Science, or a related field (or equivalent experience).

~ Bachelor’s degree is a plus but not required.

Experience:

~ 1-3 years of experience in a helpdesk or technical support role (fresh graduates with relevant internships or certifications will also be considered).

~ Experience or willingness to work with Google Workspace, Apple iPads, MacBooks, and Windows environments.

Familiarity with Windows 11, macOS, and iPadOS.

Basic understanding of networking concepts (TCP/IP, DNS, DHCP, etc.).

Certifications (Preferred but Not Required):

~ CompTIA A+, Network+,

~ Google Workspace certification (e.g., Google Workspace Administrator).

~ Apple Certified Support Professional (ACSP) or equivalent.