End User Computing: 

Role: Provide basic troubleshooting for issues related to end-user devices (PCs, laptops, tablets), operating systems, and software. 

Responsibilities: 

• • Assist with setting up hardware and software installations. 

• • Reset passwords, troubleshoot basic software, and OS issues. 

• • Document and escalate complex issues to L2 or L3. 

Skills/Experience: 

• • Basic understanding of Windows, macOS, and mobile OS. 

• • Familiarity with Microsoft Office 365, SharePoint, and cloud-based systems. 

• • Basic networking knowledge. 

Network & Hosting: 

Role: Handle basic network connectivity issues, VPN setups, and internal Wi-Fi issues. 

Responsibilities: 

• • Ensure connectivity for users across all platforms. 

• • Address issues related to DNS, DHCP, or IP addressing. 

• • Provide remote access and assist with basic VPN issues. 

Skills/Experience: 

• • Basic networking concepts (TCP/IP, DHCP, DNS). 

• • Troubleshooting tools (ping, tracert). 

• • Exposure to network devices (routers, switches). 

Security: 

Role: Provide first-level security support, focusing on common user security issues. 

Responsibilities: 

• • Assist with user authentication issues, including password resets. 

• • Check antivirus software health and address software alerts. 

• • Escalate advanced security issues to L2 or L3 support. 

• • Skills/Experience: 

• • Basic knowledge of antivirus and endpoint protection software. 

• • Familiarity with user access control and MFA systems. 

Enterprise Applications:

Role: Provide basic application support for enterprise systems. 

Responsibilities: 

• • Handle access issues for enterprise applications like SharePoint, CRM, and ERP. 

• • Troubleshoot basic application errors and escalate if necessary. 

• • Assist with software installation and updates. 

• • Skills/Experience: 

• • Basic application support for Microsoft 365 and other cloud-based systems. 

• • Familiarity with common enterprise software interfaces.