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About the role
Primary Skill Windows 10/11 troubleshooting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) support Active Directory (user administration, password resets, group management) Basic networking knowledge (TCP/IP, DNS, DHCP, VPN) Hardware troubleshooting for laptops, desktops, printers, and mobile devices Remote support tools usage (SCCM, TeamViewer, etc.) Incident, Request, and Problem Management fundamentals Knowledge of ServiceNow- ITSM platforms User account provisioning and deprovisioning Software installation, configuration, and troubleshooting Ticket prioritization and SLA management Call handling and customer service skills Documentation and knowledge article creation Escalation management Root cause identification for recurring issues Shift handover and operational reporting Secondary Skill Azure Active Directory / Entra ID Intune and Endpoint Management VDI technologies (Citrix, VMware Horizon, AVD) PowerShell scripting and automation Basic Linux administration Cloud platforms (Azure, AWS) Endpoint security tools (CrowdStrike, Defender, SentinelOne) Email security and spam filtering solutions Network monitoring tools (SolarWinds, ThousandEyes) SCCM/MECM administration Problem Management Change Management Knowledge Management Major Incident Management support Service Reporting and Dashboarding Preferred Certificates ITIL Foundation Microsoft Certified: Modern Desktop Administrator Microsoft 365 Fundamentals (MS-900) Azure Fundamentals (AZ-900) CompTIA A+ CompTIA Network+ HDI Support Center Analyst
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