**Main Responsibilities:** * Coordinate the handling of IT requests and incidents. * Manage the help desk: ticket registration, categorization, prioritization, assignment, escalation, and closure; track until resolution. * Supervise user onboarding, offboarding, and modification processes across organizational systems (access rights, permissions, profiles, and audit trails). * Administer and control the IT asset inventory (asset registration, assignments, warranty tracking, preventive/corrective maintenance, decommissioning, and renewals). * Coordinate network and communications support (basic Level 1 and Level 2): LAN/WiFi connectivity, initial troubleshooting, coordination with vendors, and escalation. * Prepare periodic management reports: ticket volume, recurring root causes, SLA compliance, backlog status, and action plans. * Propose and implement improvements: standardization of procedures, knowledge base development, automation of repetitive tasks, and reduction of recurring incidents. * Coordinate with vendors (internet, security, software, hardware) and track cases, warranties, and maintenance activities. * Participate in and propose technical solutions aimed at business continuity (contingency planning, support plans, operational backups, incident communication). **Requirements:** * Solid knowledge of hardware and software technical support (Windows 10/11, Windows Server, Microsoft 365, Server Virtualization). * Proficiency in Active Directory (user creation/deletion, permissions, groups, basic policies). * Knowledge of networking and communications (TCP/IP, VLAN, switching, structured cabling, WiFi). * Ability to coordinate technical staff, prioritize tasks, and manage multiple incidents simultaneously. * Proficiency in office productivity tools and Power BI for reporting and tracking (Intermediate level). * Basic knowledge of information security (access management, best practices, antivirus/EDR, initial incident response). Employment Type: Full-time Work Location: On-site