Technical Support Technician

Role Summary

The HelpDesk Support Technician is responsible for providing high‑quality technical support to internal and external users, resolving incidents efficiently, and ensuring a positive support experience. This role handles L1/L2 troubleshooting, ticket management, onboarding/offboarding tasks, and contributes to documentation and continuous improvement efforts. The technician plays a key role in maintaining operational stability, service quality, and adherence to HelpDesk standards.

Key Responsibilities

End‑User Technical Support (L1/L2)

·       Provide timely support for hardware, software, OS, and network‑related issues.

·       Troubleshoot Windows OS, VPN, MFA, email, and business applications.

·       Resolve incidents through remote or onsite support.

·       Escalate complex issues to L2/L3, Lead, or IT teams as needed.

·       Maintain strong customer service and communication throughout the support process.

Ticket Management & SLA Compliance

·       Manage assigned tickets in the HelpDesk system (Jira Service Management or similar).

·       Ensure accurate ticket categorization, prioritization, and status updates.

·       Meet or exceed SLA targets for response and resolution.

·       Document troubleshooting steps, root cause, and resolution clearly.

·       Avoid overdue tickets through proactive communication and follow‑through.

Onboarding & Offboarding Support

·       Prepare and configure laptops for new hires.

·       Set up user accounts, access permissions, and required applications.

·       Support secure offboarding by revoking access and recovering assets.

·       Ensure all onboarding/offboarding tasks follow IT security and compliance standards.

Asset & Inventory Management

·       Track IT assets including laptops, peripherals, and accessories.

·       Support allocation, replacement, and recovery of equipment.

·       Maintain accurate asset records and assist with audits.

·       Report low inventory levels and coordinate replenishment with procurement.

Software, Access & Security Administration

·       Install and configure business applications and productivity tools.

·       Support MFA, VPN, endpoint protection, and security tools.

·       Ensure compliance with IT security policies and data protection standards.

·       Assist with password resets, access requests, and permission updates.

Documentation & Knowledge Base

·       Maintain accurate documentation of troubleshooting steps and procedures.

·       Contribute to the knowledge base by creating or updating articles.

·       Follow SOPs and ensure consistency in documentation quality.

·       Support continuous improvement of HelpDesk processes.

Collaboration & Communication

·       Communicate proactively with users regarding ticket progress and expectations.

·       Collaborate with IT, Automation, and Professional Services teams on cross‑functional issues.

·       Participate in team meetings, training sessions, and operational reviews.

·       Report recurring issues or risks to the HelpDesk Lead.

Key Skills & Qualifications

Technical Skills

·       Strong understanding of Windows 11 troubleshooting

·       Basic networking knowledge (DNS, DHCP, VPN, Wi‑Fi)

·       Experience with endpoint security tools (antivirus, BitLocker, MFA)

·       Familiarity with Active Directory and user provisioning

·       Experience with ticketing systems (Jira, ServiceNow, Zendesk, etc.)

Professional Skills

·       Excellent communication and customer service

·       Strong problem‑solving and analytical skills

·       Ability to manage multiple priorities in a fast‑paced environment

·       High attention to detail and documentation discipline

·       Strong sense of ownership and accountability

Preferred Experience

·       1–3 years in IT support or HelpDesk roles

·       Experience supporting distributed or global teams

·       Exposure to ITIL or structured support environments