Project Partner

Position Summary The End User IT SupportExecutive is responsible for delivering high-quality technical support andensuring the stability, performance, and security of end-user computingenvironments across the organization. This role requires hands-ontroubleshooting capability, analytical problem-solving skills, and practicalexperience in workplace technologies including Microsoft 365, endpoint systems,networking, and backup monitoring. The incumbent will support day-to-day IToperations, contribute to continuous service improvement, and collaborate withinternal teams and external vendors. KeyResponsibilities End User Support& Incident Resolution Providefirst and intermediate level technical support for hardware, operating systems,enterprise applications, collaboration tools, and network connectivity. Log,track, and resolve incidents and service requests in line with defined servicelevels. Performstructured root cause analysis for recurring issues and recommend preventiveactions. Provideonsite and remote support using enterprise remote support tools. Escalatecomplex incidents with proper technical diagnosis and documentation. SystemAdministration & Software Management Install,configure, and maintain Windows / Mac operating systems and standardproductivity software. Performsystem-level diagnostics and resolve performance and stability issues. Executeoperating system patching, software upgrades, and version deployments. Troubleshootsystem errors impacting user productivity and business operations. Performance& Advanced Troubleshooting Diagnosehardware failures including storage, memory, and peripheral issues. Analyseperformance bottlenecks such as slow login, application latency, and resourceconstraints. Identifytrends in incidents and contribute to continuous improvement initiatives. Identity &Access Management Supportbasic administration of Active Directory including user provisioning, accessmodification, and password management. Ensurecompliance with organizational access control and security policies. CollaborationPlatforms Support Providefunctional support for Microsoft 365 services including Outlook, Teams,OneDrive, and SharePoint. Assistusers with conferencing and collaboration platforms such as Zoom. Resolveemail configuration, mailbox performance, and file sharing issues. Networking &Connectivity TroubleshootWi-Fi, LAN connectivity, and network access related incidents. Supportconfiguration and troubleshooting of network peripherals including printers andscanners. Monitorand report branch office site-to-site VPN connectivity issues. Assistin client VPN configuration and connectivity troubleshooting. Security &Firewall Awareness Provideoperational support related to endpoint protection and security compliance. Assistwith basic administration and monitoring activities related to firewalls suchas Sophos and SonicWall. Reportsuspected cybersecurity incidents in accordance with incident responseprocedures. BackupMonitoring & Infrastructure Support Performdaily monitoring of backup systems and report failures or alerts. Assistin basic data restoration activities under supervision. Supportavailability monitoring of critical end-user infrastructure. IT Asset &Documentation Management Maintainaccurate inventory of IT assets including laptops, peripherals, and licenses. Documentincidents, resolutions, system configurations, and known errors. SupportIT audit requirements through proper record maintenance. Peripheral &Physical Security Systems Providebasic technical support for IT-enabled security systems such as CCTV. Coordinatewith vendors for maintenance and troubleshooting activities. Skills &Competencies TechnicalCompetencies Strongknowledge of Windows operating systems and end-user device configuration. Practicalexperience supporting Microsoft 365 ecosystem and collaboration platforms. Basicworking knowledge of Active Directory user administration. Intermediatetroubleshooting skills across hardware, software, and networking domains. Understandingof Wi-Fi networking, VPN connectivity, and network security fundamentals. Awarenessof firewall technologies such as Sophos and SonicWall. Experiencesupporting printers and other network peripherals. Familiaritywith endpoint security tools and enterprise backup concepts. BehaviouralCompetencies Analyticalthinking with strong root cause problem solving capability. Effectivecommunication and interpersonal skills. Abilityto collaborate with cross-functional teams and external vendors. Structureddocumentation and process adherence mindset. Customer-focusedapproach with commitment to service excellence. Qualification& Experience BachelorsDegree / Diploma in Information Technology, Computer Science, Electronics, orrelated discipline. 13years of relevant experience in End User Support / IT Helpdesk / DesktopSupport environment. Key PerformanceIndicators Incidentresolution time and first-contact resolution rate. Usersatisfaction and service quality feedback. Accuracyof root cause analysis and reduction of repeat incidents. Compliancewith IT security and operational processes. Accuracyof IT asset and documentation records.