Description

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

Responsibilities

• Resolve tickets independently within agreed SLAs and perform root cause analysis for escalations.
• Maintain desktop connectivity with file servers, email servers, application servers, and validation systems.
• Collaborate with laboratory technicians on software installation and maintenance.
• Manage knowledge base updates, train new staff, and coach analysts.
• Ensure high customer satisfaction through first-call resolution and minimal case reopens.

Required Skills

• 5+ years of experience in desktop support and hardware/software diagnostics.
• Proficiency with TCP/IP, Ethernet, and Serial interface standards.
• Hands-on experience with Active Directory and Change Management.
• Experience managing devices using JAMF, Microsoft SCCM, or Microsoft Intune.
• Knowledge of anti-virus, anti-spam, wireless communication, and mobile device security.
• Familiarity with FileVault Disk Encryption.
• Strong documentation skills and ability to adhere to regulatory requirements.
• Proven ability to liaise with multiple vendors, partners, and internal teams.

Key Skills

Education

Any Graduate