Essential Duties (include but not limited to)
- Support usersconnecting to corporate networks, including assisting and coordinating accessto:
- LAN services(file, print, and core LAN resources)
- WAN connectivity
- Correct LANsegments / VLAN access (as directed)
- Provide networkprinter/scanner connectivity support including:
- Deviceconfiguration
- IP addressing
- Direct TCP/IPprinting/output setup
- Provide warrantyand break/fix support for networked printers and scanners.
- Create, change,and remove printer configurations and queues based on requests and SLArequirements.
- Support wirelessconnectivity and end-user network troubleshooting (where applicable).
- Provide onsite operational andtechnical support to Authorized Users, meeting specified SLAs.
- Resolve incidents and problemsrelated to EUC equipment (desktops, laptops, monitors, peripherals).
- Perform reactive troubleshootingto identify root causes, restore service quickly, and reduce repeat incidents.
- Install, upgrade, configure,repair, and replace EUC hardware and associated peripherals.
- Provide software break/fix,reinstallation, and remediation support for end users.
- Support non-warranty assetreplacement and coordinate required parts/logistics where applicable.
- Provide mobile device repair andmaintenance support (where within scope).
VIP & Executive Support
- Provide VIP support for equipmentincluding (but not limited to):
- Desktop and mobile devices
- Display screens, video systems,docking stations
- Communication devices
- Direct-attached printers, localprinters, scanners
- Wireless networking accessoriesand endpoints
- Support usersconnecting to corporate networks, including assisting and coordinating accessto:
- LAN services(file, print, and core LAN resources)
- WAN connectivity
Documentation, Communication &Reporting
- Use the problemmanagement/ticketing database to track, update, and close tickets with completenotes.
- Provide regular, accurate, andtimely feedback on customer requirements and onsite findings.
- Maintain timely communication withsales, operations, and branch office personnel as required.
- Communicate technical informationclearly to both technical and non-technical stakeholders.
- Provide deskside support servicesas assigned.
Requirements
Experience
- 4+ years of relevant onsite ITsupport experience (Desktop Support L2 / EUC / Network Support).
- Technical Skills
- Strong Windows desktop supportexperience, including:
- Installing, upgrading, andmigrating to Windows 11
- Deploying Windows 11 in enterpriseenvironments
- Monitoring and maintaining Windows10 endpoints
- Configuring hardware, drivers, andenterprise applications
Imaging and migration tools:
- Imaging: Ghost, MDT (orequivalent)
- Backup/Migration: USMT (orequivalent)
- Solid troubleshooting in:
- Network connectivity, Laptops,desktops, Printers/scanners (local and network), queue creation, TCP/IPprinting
Language
Able to communicate effectively inEnglish + local language (written and spoken), minimum B2.
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