A ssist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.
Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.
Provide break-fix support for Lab IT workstations and associated peripherals
Execute IMAC (Install, Move, Add, Change) activities for lab IT assets
Ensure timely resolution of incidents in line with defined SLAs
Deliver hands-and-feet support for remote network, server, and infrastructure teams
Support end-to-end asset lifecycle activities, including provisioning, tracking, movement, and decommissioning
Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.
Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.
Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining.
Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.
Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.
