Key Responsibilities
End-User & Technical Support
- Provide onsite and remote support for desktops, laptops, peripherals, and mobile devices
- Troubleshoot hardware, software, OS, and basic network connectivity issues
- Support Windows 10/11, macOS, and basic Linux environments
- Deliver timely, customer-focused technical assistance
Network & Connectivity Support
- Diagnose and resolve common network-related issues (IP, DNS, DHCP, LAN/WAN connectivity)
- Perform basic network troubleshooting and escalate complex infrastructure issues
- Coordinate with remote network teams or vendors when required
Ticket & Incident Management
- Log, update, prioritize, and close tickets in ITSM tools such as ServiceNow or Jira
- Manage incidents aligned with SLA targets
- Escalate unresolved or critical issues as per defined protocols
Hardware Deployment & Imaging
- Perform device imaging and deployment using tools such as SCCM, JAMF, or MDT
- Configure and deploy desktops, laptops, and mobile devices
- Support device recovery, re-imaging, and decommissioning processes
Asset & Inventory Management
- Tag, track, and reconcile IT assets using asset management systems
- Maintain inventory stock levels and support audits
- Manage hardware logistics including shipping, receiving, and e-waste processes
AV & Conference Room Support
- Perform AV equipment checks and conference room readiness assessments
- Troubleshoot displays, microphones, cameras, and video conferencing platforms such as Zoom, Meet, and Webex
- Support meeting setups and resolve live session issues
Documentation & Compliance
- Follow standard operating procedures (SOPs) and incident/change management processes
- Maintain accurate technical documentation and asset records
