Description

You manage hardware and software service requests for local and remote staff.

Manage incident resolution against SLA guidelines and report escalations to the IT Regional Manager.

Create and maintain technical documentation for support teams and end users.

Troubleshoot and escalate medium to high-complexity incidents.

Configure new computers using Microsoft Intune and JAMF Casper.

Responsibilities

• Resolve hardware and software service requests within SLA targets.
• Escalate complex issues to the IT Regional Manager.
• Maintain accurate technical documentation for internal and external users.
• Configure and deploy devices via Microsoft Intune and JAMF Casper.

Required Skills

• 5+ years of relevant IT support experience.
• Hands-on support for Windows 11 and Mac OS environments.
• Experience managing ticketing systems (ITSM).
• Proficiency with Office 365, Outlook, OneDrive, and MS Office.
• Experience supporting AV systems (Crestron, Dolby, Logitech) in meeting rooms.
• Knowledge of wireless device support for laptops and mobile devices.
• Ability to manage hardware lifecycle, including vendor calls and asset inventory.

Preferred Skills

• Experience with JAMF Casper.
• Background in managing multi-platform device fleets.

Key Skills

Education

Any Gradute