Description

You will provide Tier 2/3 technical support for end-user devices, including laptops, desktops, and VDI environments.

This role is on-site.

Responsibilities

• Troubleshoot hardware and connectivity issues involving docking stations, AV systems, and network access.
• Manage incidents and service requests in ServiceNow while maintaining SLA compliance.
• Perform workstation imaging, configuration, and hardware upgrades such as RAM and SSD installations.
• Resolve MFA and access-related issues and support internal tools like VON and Active Services.
• Collaborate with infrastructure teams to resolve complex technical problems and update internal knowledge bases.

Required Skills

• 5+ years of IT support or end-user services experience.
• Hands-on experience with ServiceNow for incident management.
• Proficiency in managing VDI environments and Windows-based systems.
• Strong troubleshooting skills for network connectivity and AV systems.
• Experience with hardware upgrades and workstation imaging.
• Ability to support MFA implementations and access controls.
• Effective communication and customer service capabilities.

Key Skills

Education

Any Graduate