Key Responsibilities:
• Provide full-scope IMAC (Installs, Moves, Adds, Changes) support across onsite endpoints and peripherals.
• Perform setup, configuration, diagnostics, and troubleshooting of desktops, laptops, mobile devices, and RF equipment.
• Deliver white-glove VIP support for executive users and manage real-time escalations.
• Maintain and support AV/conference room technologies, addressing urgent walk-up issues with responsiveness and discretion.
• Execute depot services including device imaging, configuration, inventory tagging, shipment coordination, and asset lifecycle tracking.
• Manage onboarding and offboarding IT tasks, including user provisioning and de-provisioning across Active Directory, Microsoft Entra, and enterprise HRMS platforms.
• Use ServiceNow for incident tracking, resolution documentation, and SLA compliance.
• Participate in monthly patch cycles, software deployment, and ensure endpoint compliance with security and update standards.
Mandatory:
• 8–10 years of hands-on experience in onsite IT support or end-user computing environments.
• Advanced proficiency in Windows, macOS, and mobile OS platforms (iOS/Android).
• Solid knowledge of networking fundamentals (Cisco/Meraki), AV systems, and VoIP technologies.
• Expertise in support platforms and tools including ServiceNow, ProxyPro, Microsoft Entra (Azure AD), and MDM solutions like Ivanti.
• Familiarity with IT asset management practices and frameworks such as ITIL.
• Strong interpersonal, communication, and documentation skills, with cultural sensitivity for regional users.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent preferred.
• ITIL Foundation certification and prior exposure to VIP user support highly desirable.
• Ability to support operations in multi-time zone and multi-language environments
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