IT Support Specialist Npm

User Support (Help Desk & Service Desk): • Serve as the first point of contact for IT issues via phone, email, or ticketing system. • Troubleshoot hardware, software, and network issues for staff. • Escalate unresolved issues to higher-level support or external vendors. System & Infrastructure Support: • Assist in administering servers, Active Directory, O365, email systems, and network devices. • Monitor system performance, apply patches and updates, and ensure security baselines are maintained. • Provide support for IT infrastructure projects such as domain migrations and ERP integration. Service Management & Documentation: • Maintain accurate records of incidents, problems, and service requests in the ITSM or ticketing system. • Follow ITIL-aligned processes (Incident, Request, Problem, and Change Management). • Document troubleshooting steps, FAQs, and IT procedures. Operational & Preventive Maintenance: • Support regular data backups and system recovery testing. • Perform preventive maintenance on IT assets (PCs, printers, network devices, etc.). • Coordinate with vendors for AMC contracts, warranty claims, and license renewals. End-User Enablement: • Install, configure, and maintain desktops, laptops, mobile devices, and printers. • Provide training to users on key IT systems (Odoo ERP, Microsoft 365, SharePoint, VPN, etc.). • Ensure compliance with IT policies on security, acceptable use, and data confidentiality.