* Provide local IT support for workstations, including installation and maintenance of desktop operating systems.
* Assist with IT onboarding for new resources, including preparation and allocation of laptops/desktops.
* Manage users’ Active Directory accounts, including creation and deactivation.
* Coordinate with external vendors for any IT issues requiring extended support.
* Monitor system performance and collaborate with the local IT head to address potential issues.
* Deliver remote and onsite technical support to users through phone, Microsoft Teams, or in-person assistance.
* Handle Incident Management and Service Request Management activities.
* Maintain professional and clear communication, ensuring technical issues are explained in simple terms to non-technical users.
* Perform triage and troubleshooting based on provided guidelines and documentation.
* Utilize and update Knowledge Base (KB) articles as required.
* Escalate incidents and service requests following the defined escalation process.
* Keep users informed about progress and resolution timelines for open tickets.
* Guide users on application and IT infrastructure features using available KB resources.
* Contribute to continuous improvement initiatives within the IT support function.
* Collaborate with Security Operations teams for any security-related actions, executing mitigation and remediation activities as needed.
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