1. Helpdesk Support
Primary Accountability: Act as the first point of contact for technical issues and requests
Respond to and triage incoming support tickets and requests via Slack or our ticketing system.Troubleshoot and resolve issues with SaaS systems and end user devices (Windows / macOS / Linux)Support video conferencing endpoints and meeting room technology (Zoom, MS Teams and Google Meet.)Escalate complex issues to senior team members with appropriate context and initial diagnosticsMaintain accurate documentation of issues, resolutions, and user interactionsMeet agreed service level agreements (SLAs) for response and resolution timesMonitoring Infrastructure2. Productivity Suite Administration
Primary Accountability: Manage and support Google Workspace and Microsoft 365 environments
Create, modify, and delete user accounts in Google Workspace and Microsoft 365Manage user licenses and entitlements across both platformsConfigure email accounts, distribution lists, and shared mailboxesSet up and manage Google Drive permissionsTroubleshoot email delivery issues, calendar conflicts, and sharing problemsSupport Microsoft Teams and Google Meet configuration and accessImplement security policies such as MFA enforcement and password policiesGenerate basic reports on usage and license allocation3. Onboarding and Offboarding
Primary Accountability: Ensure smooth technology transitions for joiners and leavers
Coordinate with HR to receive advance notice of new starters and departuresPrepare laptops and devices for new employees where requiredCreate all necessary user accounts and assign appropriate access permissionsConduct welcome sessions to set up new employees with their technologyCreate and maintain onboarding checklists and documentationExecute offboarding procedures including account deactivation, data backup/transfer, and device retrievalEnsure security protocols are followed during offboarding (credential removal, access revocation)Maintain asset inventory records for all issued equipment4. Mobile Device Management (MDM)
Primary Accountability: Manage and secure company end-user devices
Ensure new devices are enrolled into MDM platform and identities are linkedDeploy and manage configuration and application profiles for security and complianceEnsure deployment of software updates and security patches to managed devicesRemotely troubleshoot device issues and perform remote wipes when necessaryMonitor compliance dashboards and address non-compliant devicesMaintain documentation of MDM policies and device inventories5. Infrastructure Support (Foundational Level)
Primary Accountability: Develop working knowledge of infrastructure while providing basic support
Monitor server health and availability alerts under guidanceAssist with routine server maintenance tasks (updates, backups verification)Support basic networking tasks such as switch port configurations and Wi-Fi troubleshootingLearn and assist with storage managementShadow senior team members during firewall rule changes and network configurationsDocument infrastructure procedures and maintain network diagramsParticipate in infrastructure projects to build practical experience
