Karishma Karki

Technical Support:

• Provide onsite and remote support to end-users (staffs and students) for all IT issues, service/change requests via phone, email, ticking system, and remotely, ensuring users receive high-standard assistance.
• Actively engage with the internal service desk, triaging and documenting incidents and requests in NinjaOne Ticketing System.
• Install, configure, and maintain computer systems, hardware, and software on both Windows and MAC platforms, including desktops, laptops, printers, audio-visual equipment, networking equipment, and other IT equipment.
• Keeping software current & up to date
• Record IT Processes & Keep going documentation.
• Assigning workstations to users.

Microsoft Technologies:

• Support Microsoft Entry ID / Azure and administer Microsoft Active Directory such as user management, authentication, passwords, group policies, assigning licensing, and access control.
• Manage Microsoft 365 Office suite, including Exchange Online, SharePoint Online, OneDrive, Outlook, Microsoft Office, and Teams.
• Maintain records in Microsoft 365 Admin Centre such as assigning permissions to user accounts, mailbox administration, delegation, password reset, creating user accounts, and email security enhancements.

Networking and Server Support:

• Proficiency in supporting LAN/WAN technologies, Wi-Fi protocols (TCP/IP, DHCP, DNS, VPNs).
• Ability to troubleshoot basic network issues with command-based diagnostics (e.g., ping, ipconfig, tracert).
• Experience with Audio Visual Technology such as projectors, audio systems, whiteboards, etc.
• Knowledge sharing by creating and updating knowledgebase articles.
• Identify and escalate situations or request requiring urgent attention to higher level of support.
• Maintain asset registers for all IT assets.
• Maintain local SharePoint page for IT services.

• Respond to clients request through phone and visiting the site if required
• Log and track support requests or incidents using a ticketing system
• Research and apply solutions to resolve technical problems
• Resolve any issues related to infrastructure, both internally hosted and cloud-based, which includes e-mail, printers, VPN, workstations, servers, and other peripherals.