Description

You will provide first-level technical support and hardware maintenance for Windows and Mac environments.

This role is on-site.

Responsibilities

• Research, diagnose, and troubleshoot system issues to ensure full resolution of customer requests.
• Perform hardware services including re-imaging laptops, upgrading memory, and conducting battery or disk drive diagnostics.
• Manage device health through proactive scans for spyware, virus definition updates, and driver installations on iMacs and laptops.
• Own the end-to-end ticket lifecycle by recording issues, following escalation procedures, and meeting SLA requirements.
• Educate users on available support channels, new applications, and potential service outages or maintenance windows.

Required Skills

• 5+ years of experience in technical support roles.
• Proficiency with Windows operating systems.
• Proficiency with macOS and iMac hardware diagnostics.
• Hands-on experience troubleshooting hardware and software systems.
• Ability to perform laptop re-imaging and hardware upgrades.
• Experience managing asset recovery and hardware spares.
• Strong documentation skills for reporting and issue closure.

Preferred Skills

• Bachelor's degree or any graduate degree.

Key Skills

Education

Any Graduate