Description

You will provide onsite second-line investigation, diagnosis, and resolution for hardware and software incidents.

Responsibilities

• Resolve and close incidents and service requests within allocated timelines using ServiceNow.
• Perform IMAC (Install, Move, Add, and Change) tasks for laptops, desktops, mobile devices, printers, and meeting room equipment.
• Manage hardware lifecycle tasks including staging, imaging, provisioning, and asset disposal.
• Maintain local site inventory, spare part stocking, and logistics management for devices.
• Coordinate with hardware vendors and third-party providers to resolve technical issues.
• Support site security by assisting with virus elimination and IT security protocols.

Required Skills

• 6-8 years of experience in desktop support or field services.
• Strong proficiency with Windows 10, Windows 11, and MS Office.
• Hands-on experience with hardware, operating systems, and software for laptops, desktops, and mobile devices.
• Experience using ServiceNow or similar ITSM tools for incident logging and tracking.
• Proven troubleshooting skills for computer peripherals, printers, scanners, and non-standard devices.
• Working knowledge of Windows system administration and Active Directory.
• Understanding of networking fundamentals and Citrix Virtual Apps & Desktops.
• Experience with device imaging, provisioning, and workstation setup.
• Ability to manage local site inventory and hardware asset management.

Preferred Skills

• Knowledge of macOS.
• ITIL Foundation certification.

Key Skills

Education

Not specified