Technical Support Specialist

Role SummaryProvide L1 technical support to users and branches, resolving IT incidents and requests while maintaining service quality and SLA targets.Key ResponsibilitiesTroubleshoot Windows, Microsoft 365, PCs, laptops, printers, and peripherals.Support basic LAN, Wi-Fi, VPN, DNS, and DHCP issues.Handle incidents and requests through the ITSM system.Follow up on tickets and ensure timely resolution within SLA.Take ownership of assigned issues and escalate when required.Support user accounts, access, and basic Active Directory / Entra ID tasks.Assist with IT asset deployment, replacement, and inventory.Provide remote and on-site support to branches when required.Document solutions and maintain accurate ticket updates.Learn and develop technical skills continuously.RequirementsDiploma/bachelor's degree in IT, Computer Science, or related field.Fresh Graduate to 2 years of experience in Technical Support / Help Desk.Good knowledge of Windows and Microsoft 365.Basic understanding of networking (LAN, Wi-Fi, TCP/IP, DNS, DHCP).Basic hardware and software troubleshooting skills.Good communication and customer-service skills.Strong problem-solving and analytical skills.Proactive, responsible, willing to learn, and able to take ownership.ITIL Foundation or technical certifications are an advantage.