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.

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