Source description
About the role
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.
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