Technical Support & Troubleshooting:
• Provide support for incidents related to hardware, software, networks, and user applications.
• Perform root-cause analysis for persistent or recurring issues.
• Troubleshoot issues with operating systems and common enterprise applications.
• Resolve network connectivity problems (LAN/WAN, VPN, Wi-Fi, DNS, DHCP).
• Support server environments including Active Directory, file servers, secure print and other platforms.
System Administration:
• Manage user accounts, group policies, permissions, and access controls.
• Perform routine maintenance, updates, and patch installations.
• Monitor system performance and security alerts.
• Assist with backup/restore operations and respond to data-related incidents.
Escalation & Documentation:
• Escalate unresolved issues to vendors/ technical support with comprehensive diagnostic details.
• Document solutions, troubleshooting steps, and known issues in the knowledge base.
• Assist in improving IT service processes and standards.

Graduation