Provide Level 1 and Level 2 support for end users across head office, branch locations, and remote properties.

Serve as the first line of response for all hardware, software, and network-related issues, escalating to the Systems Engineer or IT Support Manager as needed.

Visit properties and job sites to deliver hands-on support, perform troubleshooting, and carry out installations.

Respond to and resolve incidents and service requests in a timely, professional, and customer-focused manner, ensuring satisfaction.

Maintain accurate records of support activities via the Helpdesk system, and ensure ticket SLAs are consistently met.

Support the installation and configuration of desktop PCs, laptops, printers, VoIP phones, and other IT equipment.

Perform routine checks on equipment and systems and assist in carrying out scheduled preventive maintenance.

Assist the Systems Engineer in IT inventory tracking, asset tagging, and procurement coordination.

Coordinate with third-party vendors for support and repairs under warranty or service contracts.

Provide basic training and guidance to end users on commonly used software, tools, and IT policies.

Perform other duties as assigned by the direct Manager.