Description

You will provide onsite technical support and manage service delivery for end users across multiple locations.

Responsibilities

• Manage a team of 25-30 technicians, including shift planning, on-call rosters, and resource productivity.
• Oversee SLA reporting, adherence, and incident resolution within agreed service levels.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, peripherals, and software.
• Execute hardware refreshes, data migrations, break-fix tasks, and onsite software installations.
• Coordinate with vendors for warranty repairs and Level 3 support groups for service enhancements.
• Perform security compliance tasks, including access reviews, risk assessments, and facility inspections.
• Provide IT support for onsite events, meetings, and disaster recovery emergency response.

Required Skills

• 4-7 years of technical experience in service delivery and end-user hardware/software support.
• CompTIA A+ certification or equivalent.
• Proficiency with Windows Operating Systems and MS Office.
• Experience with VPN, local and network printing, notebooks, and mobile devices.
• Hands-on experience with Field Support and Desktop Support.
• Proven ability to perform data migration and configuration troubleshooting.
• Ability to lift up to 30lbs at waist level.
• Flexibility to travel to remote sites or clusters.
• Strong analytical thinking and problem-solving skills.

Key Skills

Education

Any Graduate