Technical Skills

1. Operating Systems:

•Proficiency in Windows (10, 11) and macOS.

•Mobile OS (IOS and Android)

•Patching and upgrading OS using tools.

2. Hardware Knowledge:

• Troubleshooting desktops, laptops, printers, mobiles, and other peripherals.

• Basic understanding of hardware replacement and upgrades.

3. Networking Basics:

• Knowledge of TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting.

• Setting up and configuring network devices (e.g., routers, access points).

4. Software Troubleshooting:

• Installing and maintaining applications (e.g., Microsoft Office 365, browsers).

• Identifying and resolving software compatibility issues.

• Troubleshooting office 365 applications like outlook issues

5. Remote Support Tools:

• Experience with tools like Quick Assist, Manage Engine products ,MDT, SCCM or Microsoft Remote Desktop

6. IT Security:

• Basic knowledge of antivirus tools, firewalls, and security best practices.

• Awareness of endpoint protection tools like Kaspersky or Intune.

• Bitlocker Encryption

7. Active Directory & User Management:

• Creating, updating, and managing user accounts.

• Understanding of group policies and permission settings.

• Understanding of a Domain network

• Understanding of DHCP

8. ITIL Foundations:

• Basic understanding of incident, problem, and change management processes.

9. Mobile Device Management (MDM):

• Managing devices through tools like Intune SOTI , AirWatch or any other platforms.

10. Backup and Recovery:

• Knowledge of backup tools and restoring data for end users (iPhone ,Laptop,Desktop ,Mac OS)

• Data recovery from encrypted device

• Replace laptop and mobile with data transfer

Soft Skills

1. Communication Skills:

• Ability to explain technical issues in simple terms to non-technical users.

• Active listening to understand user concerns.

2. Customer Service:

• Patience and professionalism when dealing with users.

• Maintaining a customer-first mindset.

3. Problem-Solving:

• Diagnosing issues quickly and providing efficient solutions.

• Thinking critically under pressure.

4. Teamwork:

• Collaborating with colleagues and other IT teams.

5. Time Management:

• Prioritizing tasks based on urgency and business impact.

Certifications and Tools

1. Certifications:

• CompTIA A+ (optional)

• Microsoft Certified: Modern Desktop Administrator Associate

• ITIL Foundation

2. Tools and Systems:

• Ticketing systems like ServiceNow, Symphony, or ManageEngine Service Desk Plus

• Familiarity with asset management tools.

Additional Skills (Advantageous)

• Familiarity with cloud platforms (Azure, AWS).

• Scripting knowledge (PowerShell, Bash, VB,or Python).