Description

You will provide onsite and remote technical assistance to end users, managing hardware and software lifecycles.

This role is on-site.

Responsibilities

• Provide break/fix support for desktops, laptops, mobile devices, and peripherals.
• Re-image devices and perform application installations, configurations, and data migrations during hardware refreshes.
• Manage the ticket queue within defined SLAs using IT service management tools.
• Coordinate with third-party vendors for hardware replacements and escalate complex issues to Level 3 support.
• Develop and maintain standard configuration documentation, SOPs, and knowledge base articles.

Required Skills

• 5+ years of experience in technical support roles.
• Strong proficiency with Windows 10/11, macOS, and Android OS.
• Hands-on experience with Microsoft 365 and MS Office application support.
• Knowledge of Active Directory user/group management, DNS, Group Policy, and networking fundamentals.
• Ability to troubleshoot LAN/WAN, Wi-Fi configuration, and VOIP phone systems.
• Experience managing incidents and problems within ITIL processes and SLA frameworks.
• Competency in hardware installation, software configuration, and printer/driver management.
• Proven ability to document resolutions in ITSM tools like ServiceNow or Remedy.

Preferred Skills

• Support onsite events and meetings by managing site setup and AV coordination.

Key Skills

Education

Any Graduate