Job Description

You will:

L2 End User & Desktop Support:

• Handle L2 escalations for desktop, laptop, OS, and application issues
• Troubleshoot Windows 10/11, MS Office 365, Outlook, and Teams
• Resolve Outlook OST/PST, profile, and email sync issues

Active Directory & Access Management:

• Perform user creation, modification, and deletion in Active Directory
• Handle password resets, account unlocks, and group policy troubleshooting
• Manage shared folders, printer access, and user permissions

Network & Connectivity Support:

• Provide basic troubleshooting of LAN, WAN, Wi-Fi, and VPN
• Handle IP configuration, DNS, and DHCP troubleshooting
• Coordinate with ISP and internal network teams

CCTV Support:

• Perform basic installation, configuration, and troubleshooting of CCTV cameras
• Handle DVR/NVR configuration, camera connectivity, and storage issues
• Coordinate with vendors for camera maintenance and repairs

EPABX / IP Telephony:

• Perform basic configuration and troubleshooting of EPABX systems
• Manage extension creation, call routing, and handset issues
• Coordinate with telecom vendors and service providers

Biometric & Access Control Systems:

• Support biometric attendance and access control systems
• Handle user enrollment, deletion, and device synchronization
• Troubleshoot device connectivity and report issues

Asset & IT Operations:

• Manage laptop/desktop allocation, tracking, and asset management
• Perform OS installation, imaging, patching, and upgrades
• Coordinate with vendors for hardware, CCTV, EPABX, and biometric devices

Security & Compliance:

• Handle antivirus installation and endpoint security compliance
• Possess basic knowledge of data backup and recovery
• Ensure adherence to IT and security policies

Documentation & Reporting:

• Maintain IT documentation, SOPs, and asset records
• Prepare incident reports and Root Cause Analysis (RCA)

You have:

• 3-6 years of experience in L2 Desktop Support, IT Infrastructure, and end-user support environments
• Diploma or Graduate degree in IT / Computer Science
  Hands-on experience with Windows 10/11 and MS Office 365
• Working knowledge of Active Directory and Group Policy
• Basic networking skills including TCP/IP, DNS, DHCP, and VPN
• Experience troubleshooting CCTV systems (DVR/NVR and camera issues)
• Familiarity with EPABX / IP Telephony systems
• Experience with biometric attendance and access control systems
• Exposure to ITSM tools such as ServiceNow, Freshservice, or ManageEngine (preferred)
• Strong communication and end-user coordination skills
• Ability to handle pressure and manage escalations effectively
• Good documentation and reporting capabilities
• Microsoft, CompTIA, or ITIL certifications (preferred)

More Info

Education