Description

You will provide second-line investigation, diagnosis, and resolution for hardware and software incidents at the local site.

Responsibilities

• Perform IMAC (Install, Move, Add, and Change) tasks for laptops, desktops, mobile devices, printers, and meeting room equipment.
• Manage the full lifecycle of hardware including imaging, provisioning, workstation setup, and asset disposal.
• Troubleshoot and resolve PC incidents, VIP requests, and issues related to industrial mobility devices or standalone printers.
• Log and update all incident and service request details within the ITSM tool, ensuring timely communication with clients.
• Coordinate with hardware vendors, third-party providers, and regional support groups to resolve complex issues or escalate requests.
• Maintain local site inventory, spare part stocking, and asset management records.

Required Skills

• 6-8 years of experience in desktop support or field services.
• Strong proficiency with Windows 10, Windows 11, and MS Office.
• Hands-on experience with hardware, operating systems, and software for laptops, desktops, and mobile devices.
• Experience using ServiceNow or similar ticketing tools for incident management.
• Knowledge of Citrix Virtual Apps & Desktops.
• Technical understanding of Active Directory and networking fundamentals.
• Ability to perform application/software installation and troubleshooting.
• Experience with desktop management and infrastructure services.
• Proven troubleshooting skills for computer peripherals, including printers and scanners.

Preferred Skills

• ITIL Foundation certification.
• Knowledge of Mac OS.

Key Skills

Education

Any Graduate