Description

You will provide technical support and troubleshooting for hardware and software across a multi-layered client-server environment.

Responsibilities

• Resolve tickets independently within agreed SLA volumes and timeframes.
• Perform root cause analysis for on-call escalations and complex technical issues.
• Collaborate with laboratory technicians to install and maintain software.
• Manage knowledge base updates and provide coaching or training to junior analysts.
• Maintain high customer satisfaction (CSAT) through first-call resolution and minimal case reopens.

Required Skills

• 5+ years of experience in desktop support and hardware/software diagnostics.
• Proficiency with TCP/IP, Ethernet, and Serial interface standards.
• Experience managing Microsoft SCCM and Microsoft Intune.
• Working knowledge of Active Directory and Change Management processes.
• Experience with JAMF, FileVault Disk Encryption, and mobile device security.
• Hands-on experience with anti-virus, anti-spam, and wireless communication protocols.
• Ability to manage and liaise with multiple vendors, partners, and teams.
• Strong documentation skills and fluency in English and the local language.
• Any Graduate degree.

Key Skills

Education

Any Graduate