Responsibilities : - Provide on-site support for desktops, laptops, printers, scanners, and other peripherals. - Troubleshoot and resolve hardware, software, and network connectivity issues. - Install, configure, and maintain Windows/Mac OS-based systems. - Assist with software deployment, updates, and patch management. - Handle incident, request, and change tickets using ITSM tools (e.g., ServiceNow). - Perform routine checks and preventive maintenance on EUC devices. - Support video conferencing systems, projectors, and collaboration tools (Zoom, Teams, etc.). - Maintain asset inventory and update records regularly. - Coordinate with remote support teams for escalated issues. - Assist in onboarding/offboarding tasks such as laptop issuance, user setup, and account configuration. - Adhere to SLA timelines and provide quality customer support.
1. Adhere To Quality Standards And Regulatory Requirements By Implementing Best Practices In Asset Management Services, Ensuring Compliance With Company Policies.
2. Provide Expert Support For Complex Incidents Escalated By Analysts, Utilizing Advanced Troubleshooting Techniques And Root Cause Analysis To Resolve Technical And Security Issues Effectively.
3. Lead Value-Adding Initiatives Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Their Skills And Service Delivery.
4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Teams, Ensuring Seamless Operations, And Maintaining A Strong Security Posture.
5. Enhance Customer Experience And Satisfaction (Csat) By Achieving First Call Resolution, Minimizing Rejected Resolutions Or Reopened Cases, And Proactively Mitigating Security Threats.
Requirement : - Strong knowledge of Windows 10/11 and Microsoft Office 365 Suite. - Familiarity with Active Directory, basic networking, and remote tools. - Hands-on experience with desktop imaging and cloning tools. - Good understanding of antivirus and security software. - Experience supporting mobile devices (Android/iOS). - Basic understanding of ITIL processes.
Requirement : - Troubleshoot and resolve hardware, software, and network connectivity issues.
Job Description : Technically skilled Hands-on Feet Support Engineer to provide on-site End User Computing (EUC) support.
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