Description

You will provide technical support and troubleshoot hardware and software issues in a multi-layered client-server environment.

Responsibilities

• Diagnose and resolve complex hardware and software issues, performing root cause analysis for escalated tickets.
• Manage ticket lifecycles independently to meet agreed SLA volumes and resolution times.
• Collaborate with laboratory technicians to install and maintain software and support validation systems.
• Maintain technical documentation and update the internal knowledge base.
• Support on-call escalations and mentor junior analysts.

Required Skills

• 5+ years of experience in desktop support and technical troubleshooting.
• Proficiency with Active Directory and Change Management processes.
• Hands-on experience with JAMF, Microsoft SCCM, and Microsoft Intune.
• Solid understanding of TCP/IP, Ethernet, and Serial interface standards.
• Experience managing mobile devices, wireless communication, and security protocols including anti-virus and anti-spam.
• Knowledge of FileVault Disk Encryption.
• Ability to ensure seamless interconnection between desktop computers, file servers, email servers, and application servers.

Preferred Skills

• Experience liaising with external vendors and partners.

Key Skills

Education

Any Graduate