Key Responsibilities
Provide Tier 2 Technical Support for hardware, software, operating systems, and network issues.
Troubleshoot and resolve escalated Help desk tickets.
Support Microsoft 365, Entra ID (Azure AD), Active Directory, Exchange Online, and Teams.
Troubleshoot LAN/WAN, TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity issues.
Support endpoint management, security tools, MFA, and access control.
Manage tickets, priorities, escalations, and SLA requirements.
Create and maintain technical documentation and knowledge base articles.
Mentor and provide technical guidance to junior helpdesk.
Identify recurring issues and recommend technical or process improvements.
Requirements: Required Qualifications Skills
Proven professional experience in IT support / Help desk - required.
4+ years of experience in IT Help desk, Technical Support, Desktop Support, or a similar role.
Strong hands-on knowledge of Windows, Microsoft 365, Entra ID, and Active Directory.
Solid networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
Experience with IT ticketing / ITSM systems and SLA-based support.
Strong troubleshooting, analytical, and problem-solving skills.
Excellent communication and customer service skills.
Ability to work independently and manage multiple priorities.
Very good English - written and spoken.
Microsoft certifications such as AZ-900 / MD-102 - advantage.
CompTIA A+, Network+, or Security+ - advantage.
CCNA - advantage.
Experience with endpoint security / EDR solutions - advantage.
This position is open to all candidates.