Description

Provide high-level technical support for hardware and software issues within a multi-layered client-server environment. You will resolve tickets independently within agreed SLA volumes and timeframes.

Responsibilities

• Perform root cause analysis for on-call escalations.
• Manage knowledge base updates and provide coaching to analysts and freshers.
• Collaborate with laboratory technicians on software installation and maintenance.
• Maintain high customer satisfaction through first-call resolution and minimal case reopens.

Required Skills

• 5+ years of experience in desktop support and hardware/software diagnostics.
• Proficiency with JAMF, Microsoft SCCM, and Microsoft Intune.
• Experience managing FileVault Disk Encryption.
• Solid understanding of TCP/IP, Ethernet, and serial interface standards.
• Knowledge of Active Directory and Change Management processes.
• Experience with anti-virus, anti-spam, wireless communication, and mobile device security.
• Ability to liaise with multiple vendors, partners, and internal teams.
• Strong documentation skills and proficiency in English and local language.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Gradute