Job Purpose: The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.
Roles and Responsibilities
* Basic experience in IT industry
* Good understanding of ITIL concept & Service Now
* Computer OS/Peripherals troubleshooting. Asset/Inventory Management
* Ensure tickets are updated on time and adhere to required SLA
* Handling end users' incidents and IMAC requests using Service NOW ticketing tool
* Performing Hardware/Software installation (understanding of deployment tools like SCCM)
* Desktop/Laptop/Network Printers Management
* Basic AV support for conference room & internal events using MTR (Microsoft Teams Room)
* Image Deployment using SCCM & Auto Pilot
* Laptop AV/endpoint security Management for Mcafee, Cortex XDR
* User Data Management (OneDrive, Office 365)
* Refresh of old asset from Windows 7 to Windows 10
* MTR Video conference support for meeting room and events
* Vendor coordination for hardware/spare replacement
* Support Queue Management to avoid SLA misses
* Ability to work independently and in a team environment
* Ability to communicate well with internal and external contacts
* Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams
* Perform end-to-end IMAC activity including packaging, unpackaging, accepting & delivery of client service assets with proper update of inventory database
* Experience supporting mobile devices; including configuration and troubleshooting of iPhone, iPad Android devices
* Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes
* Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe
* Responsible for successful deployment and upgrades of laptops & workstations
Additional Information
Seniority level: Associate
Employment type: Part-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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