Description

Provide second-tier technical support for end-users across PCs, peripherals, and mobile devices.

Responsibilities

• Manage incidents, service requests, changes, and access rights according to SLA agreements.
• Resolve technical issues involving Windows 10, MS Office, DELL hardware, printers, and connectivity.
• Handle the full hardware lifecycle, including ordering, deployment, collection, and RMA follow-up.
• Document errors and workarounds to contribute to knowledge management and team efficiency.
• Coordinate fleet replacements for laptops and desktops and escalate complex cases to 3rd line teams.

Required Skills

• 5+ years of experience in desktop and PC support.
• Proficiency with Microsoft Windows 10 and MS Office products (2013 and later).
• Hands-on experience supporting DELL laptops, printers, and mobile telephony.
• Practical knowledge of network concepts and troubleshooting connectivity issues.
• Ability to manage hardware logistics, including delivery, pick-up, and equipment retirement.
• Experience working within defined security policies and information security requirements.
• Strong ability to complete assignments independently without direct supervision.

Preferred Skills

• Experience using ServiceNow or similar enterprise-level ticketing systems.

Key Skills

Education

Any Gradute