Job Summary
Onsite role deskside support technician L3
Drive high level of customer service and satisfaction
Manage incident and service request queues to ensure SLAs are met
Provide hands on resolution of 1st to 3rd line software and hardware incidents where required
Work with offshore capabilities to deliver efficient and effective service
Manage IT hardware inventory
Track and manage IT assets in asset management system
Fulfill service requests for varied IT equipment
Drive compliance to internal and external processes and standards
Years of experience needed 2 to 4 years
Technical Skills
Windows 10 11 client OS and native windows application and tools
Experience in Multifactor authentication encryption and VPN technologies
Experience in IT asset management Lifecyle and process
Microsoft365 Office 365 and Azure cloud infrastructures
Experience in Microsoft Autopilot Intune based device deployment
Experience in SCCM based imaging and application installation use of for deployment of Operating Systems and Applications
Very good experience in common of the shelf Software and Application installation and Troubleshooting
Strong experience in Desktop Laptop hardware Lenovo HP Dell Microsoft troubleshooting
Smarthand support experience in network server and datacenter hardware
Roles and Responsibility some of the key responsibilities of deskside support technicians include the following but not limited to
Install troubleshoot and repair desktops laptops and associated peripherals hardware software
Install troubleshoot and repair Standard SOE Image on Desktops and Laptops
OS Installation using SCCM
OS installation using Intune Azure autopilot
Install configure and troubleshoot standard applications MS Office MS Office 365 Adobe VPN bit locker etc
Deploy IT assets to office based users and coordinate courier shipping for remote users Domestic International
Provide technical assistance and training to end users on computer operating systems and Standard applications
Provide printer and consumable installation breakfix maintenance support
Provide meeting room AV equipment support
Provide mobile device and mobile contract management
Instruct and assist end users in the use of computer equipment software and accessories
Ability to Evaluate and test new technology for feasibility and implementation within IT Environment
Document all support activities within the IT Incident and request Management tracking tool
Coordinate efforts with 3rd party vendors to repair faulty hardware software
IT Stock and stock room management
Provide remote support for homebased users from same country or different counties
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