Strong knowledge of Windows 10/11 desktop operating systems.
Hands-on experience with Microsoft Office / Microsoft 365 applications.
Experience with IT ticketing/ITSM tools such as ServiceNow, Jira Service Management, Freshservice, ManageEngine ServiceDesk Plus, or similar platforms.
Good understanding of basic networking concepts including TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN.
Basic knowledge of Active Directory, user accounts, password resets, and group policies.
Hardware and peripheral troubleshooting experience.
Understanding of ITIL concepts and incident/service-request management is preferred.
Strong troubleshooting, analytical, and problem-solving skills.
Good verbal and written communication skills.
Ability to prioritize multiple tickets and work effectively under SLA-driven environments.
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