Field IT Support / IT Support

About This Role

This role focuses on providing comprehensive IT support, primarily for end-user computing and deskside services. It suits a candidate with strong technical skills in hardware and software troubleshooting, as well as experience in IT service management operations.

Responsibilities

• Manage IT Service Management operations, primarily in End User Computing and Deskside support services
• Assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards
• Perform system recalibration and thorough sanitization of both external shells and internal components, including cooling fans
• Troubleshoot network issues
• Utilize SCCM/Ivanti/Intune for deployments and installations
• Install operating systems, handle OS-related issues, and troubleshoot problems
• Install patches and packages, and troubleshoot related issues
• Handle Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.)
• Coordinate with Facilities teams for maintenance and management of Non-Network devices such as CCTV Cameras and humidity sensors
• Ensure all workstations are updated with the latest Anti-Virus, patches, Windows patches, and feature packs
• Troubleshoot using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
• Troubleshoot printer issues and perform file restorations
• Manage and maintain asset inventory
• Follow the Laptop Reclamation Process and escalation guidelines to reclaim laptops
• Coordinate laptop stock, imaging, allocation, and de-allocation where Service Provider Site support resources are staffed
• Manage the entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and policies
• Manage mobile devices, handhelds, docking stations, monitors, mouse, keyboard, and power cords etc.
• Perform housekeeping activities such as space reclamation and profiles archiving
• Install software

Requirements

• 3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services
• High-level understanding of Desktop Support technology areas and understanding across infrastructure components
• Ability to assemble and re-seat components like RAM, SSD, screens, WLAN cards, keyboards, and motherboards
• Capable of system recalibration and thorough sanitization of both external shells and internal components, including cooling fans
• Network understanding and troubleshooting skills
• Experience in usage of SCCM/Ivanti/Intune for deployments and installations
• Experience in OS installation, handling OS related issues and troubleshooting of issues
• Experience in patches and package installation and troubleshooting
• Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.)
• Good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.
• Ability to troubleshoot printer issues and file restorations etc.
• Customer service focused; ability to manage key stakeholders in a positive, poised, and effective manner
• Proven experience effectively communicating issues/challenges and solutions to the business
• Strong understanding and demonstrated experience working within the Managed Service Operation
• Excellent English communication skills, both written and oral, and analytical skills
• Knowledge and experience with ITIL Service Management Lifecycle framework and processes
• Experience in managing/maintaining/tracking of Asset Inventory

Important Details

• Shift: 9 hours

About the Company

The company is seeking to backfill this role.