IT Knowledge Engineer

Key ResponsibilitiesProvide Level 1 IT support via phone, email, chat, or ticketing systemLog, track, and resolve incidents and service requests using ITSM toolsTroubleshoot Windows OS , hardware, software, and peripheral issuesPerform password resets, account unlocks, and basic Active Directory tasksSupport Microsoft Office / O365 / Outlook / Teams issuesAssist users with VPN, network, and connectivity problemsProvide remote and onsite support when requiredEscalate unresolved issues to L2/L3 teams with proper documentationFollow ITIL xugodme processes , security policies, and standard operating proceduresMaintain asset and inventory recordsEnsure customer satisfaction and SLA complianceIts a dispatch on demand role.