Hardware and Software Troubleshooting

1. Respond to IT support requests from end-users via phone, email, or ticketing system, ensuring prompt and courteous service. 2. Diagnose and troubleshoot basic hardware and software issues, including desktops, laptops, printers, and mobile devices. 3. Provide assistance with software installations, configurations, and updates for standard applications and operating systems. 4. Reset passwords and manage user accounts within Active Directory and other IT systems. 5. Document and track all support activities and resolutions in the IT service management system. 6. Escalate unresolved issues to Level 2 support and provide detailed information for further investigation.

1. Provide advanced technical support for escalated IT issues from Level 1 support, ensuring timely and effective resolution. 2. Diagnose and troubleshoot hardware and software problems, including desktops, laptops, printers, and network devices. 3. Manage and resolve incidents, ensuring proper documentation and follow-up on unresolved issues. 4. Perform system maintenance and upgrades, including installing and configuring software and hardware updates. 5. Support IT projects, such as system rollouts, migrations, and implementations, by providing technical expertise and assistance. 6. Maintain IT documentation, including system configurations, processes, and procedures. 7. Monitor IT systems and infrastructure, proactively identifying and addressing potential issues to ensure high availability and performance. 8. Collaborate with Level 3 support and other IT teams to escalate and resolve complex issues. 9. Provide training and guidance to Level 1 support staff to improve their technical skills and knowledge.