Job Description
Must Have Technical/Functional Skills
• Desktop Support / End User Computing (EUC)
• Windows 10 & Windows 11 Administration and Troubleshooting
• Hardware Break-Fix Support (Desktops, Laptops, Printers, Peripherals)
• Device Imaging, Provisioning, and OS Deployment
• Microsoft 365 Support (Outlook, Teams, OneDrive, Office Apps)
• Incident and Service Request Management
• ServiceNow or equivalent ITSM tool
• Asset Lifecycle Management and Inventory Tracking
• Basic Network Troubleshooting (LAN, WAN, Wi-Fi, VPN, DNS, DHCP)
• Endpoint Management using Microsoft Intune / SCCM / MECM
• Software Installation, Configuration, and Troubleshooting
• User Account Administration (Active Directory, Azure AD)
• ITIL-based Support Processes
• VIP / Executive User Support
• Root Cause Analysis and Problem Solving
Roles & Responsibilities
Onsite Technical Support
• Provide deskside support for hardware, software, and operating system issues.
• Troubleshoot laptops, desktops, printers, scanners, mobile devices, and peripherals.
• Support meeting room and audio/video collaboration equipment.
• Assist users with connectivity and application-related issues.
Break-Fix Services
• Diagnose and resolve hardware failures.
• Coordinate warranty repairs and vendor escalations.
• Perform component replacement and device restoration activities.
Device Lifecycle Management
• Execute Install, Move, Add, Change, and Dispose (IMACD) activities.
• Device provisioning, imaging, configuration, and deployment.
• Support hardware refresh and migration initiatives.
• Manage asset inventory updates and device decommissioning.
Incident & Service Request Management
• Handle incidents and service requests within defined SLAs.
• Update tickets with troubleshooting details and resolution notes.
• Escalate unresolved issues to L2/L3 support teams.
Field Operations
• Provide onsite support across customer locations as required.
• Follow site security and safety procedures.
Support infrastructure teams through Smart Hands and Eyes activities.
Generic Managerial Skills, If any
• Customer-centric mindset and professional client handling
• Effective communication and interpersonal skills
• Stakeholder coordination and collaboration
• Problem-solving and decision-making ability
• Time management and prioritization of field activities
• Incident ownership and escalation management
• Teamwork and cross-functional collaboration
• Documentation and reporting discipline
• Adaptability to changing business and operational requirements
• Ability to work independently in geographically distributed environments
• Continuous learning and process improvement mindset
Salary Range $90,000 - $130,000
