Description and Requirements
Key Responsibilities
- End-User Support: Deliver onsite support for hardware, software, and network, printer, and peripherals manage incidents via ITSM and meet SLA targets
- Device & Asset Management: Handle device lifecycle (deploy, reimage, retire) and track assets using enterprise tools
- Onsite IT Operations: Support onboarding/offboarding, AV/meeting setup, and local business activities
- Collaboration & Escalation: Work with L2/L3 teams to resolve complex issues and ensure timely closure
- Projects & Improvement: Support IT projects and drive service/process improvements
- Vendor & Service Support: Coordinate local vendors and ensure service quality where applicable
Skills & Knowledge
- Strong technical expertise in IT systems, including hardware, software, networking, and security
- Solid working knowledge of Microsoft ecosystem: Windows OS, MS Office, O365, Teams, OneDrive, Active Directory
- Strong problem-solving and analytical skills to diagnose and resolve technical issues
- Excellent communication and interpersonal skills to collaborate effectively with stakeholders
- Project execution capability, with the ability to plan, track, and deliver IT initiatives
- Familiarity with ITSM tools and ITIL-based service management processes
- Understanding of endpoint management and enterprise IT environments
- Ability to quickly adapt to new technologies and evolving IT landscapes
- Strong organizational and time management skills to prioritize tasks and meet deadlines
Key Deliverables
- Deliver timely resolution of deskside and basic network issues, providing effective technical solutions
- Coordinate with central IT teams to resolve major incidents and service outages
- Execute support activities in alignment with ITIL principles and IT operations standards
- Diagnose and resolve L1.5/L2 issues using established tools, processes, and methodologies
- Ensure incidents are fully resolved, with clear action plans communicated and user satisfaction achieved
- Work independently while proactively engaging with internal users and stakeholders
- Deliver onboarding sessions and user training on IT tools, systems, and processes
Experience & Qualifications
- Bachelor's degree in IT, Computer Science, or related field (preferred)
- 3+ Years experience in deskside, IT support roles or Client Technical Support roles
- Experience in enterprise IT environments and user-facing support
- Exposure to IT infrastructure, endpoint lifecycle management, and IT operations
