Description

Key Responsibilities

• Image, and deploy laptops, desktops, mobile devices, and peripherals.
• Perform hardware/software installations, upgrades, and troubleshooting.
• Provide Tier 1–2 onsite and deskside support to end users.
• Install, configure, and maintain AV equipment in meeting rooms.
• Support video conferencing systems.
• Set up lab environments for testing, demos, and training sessions.
• Track and manage IT hardware inventory (procurement, deployment, returns, and disposal).
• Maintain accurate asset records using IT asset management tools.
• Coordinate RMA and warranty support with vendors as needed.
• Ensure timely response to incidents and service requests via ticketing system (SNOW).
• Follow ITIL best practices for change and incident management.

Required Qualifications

• L2 Engineer 2–5 years of experience in deskside/end-user support or IT field services.
• L3 Engineer 2–5 years of experience in deskside/end-user support or IT field services.
• Strong knowledge of Windows and macOS environments.
• Basic Understanding of device imaging and management tools (e.g., SCCM and Intune).
• Excellent communication and customer service skills.
• Experience supporting hybrid work environments.
• Experience with ticketing systems like ServiceNow

Key Skills

Education

Bachelor's degree