The following are the required tasks that are expected for this position; other duties may be required as they are assigned.

• Provide Tier 1 & 2 desktop user support
• Onsite role, deskside support technician L2
• Drive high level of customer service and satisfaction.
• Manage incident and service request queues to ensure SLAs are met.
• Deploy IT assets to office-based users and coordinate courier/shipping for remote users
• Provide hands on resolution of 1st to 3rd line software and hardware incidents where required.
• Work with offshore capabilities to deliver efficient and effective service.
• Manage IT hardware inventory.
• Track and manage IT assets in asset management system.
• Fulfill service requests for varied IT equipment.
• Drive compliance to internal and external processes and standards
• Baseline desktop support (Windows 7 & Windows 10) and the Microsoft Office Suite.
• Perform network printer/Multi-Function Device installs, upgrades & problem diagnosis.
• Install workstation software and hardware- locally and via remote.
• Diagnose and resolve LAN configuration problems.
• Evaluate and diagnose cabling, software, and hardware problems.
• Install and support of telecommunications hardware.
• Basic LAN troubleshooting skills/tools – TCP/IP, Trace-route, NBSTAT, PING, or other duties as assigned
• Email User support
• Data backup and restoration
• Provide technical support for webcast/video teleconferences
• Security patches and software upgrade surge support
• Support technology upgrades – both hardware and software.
• Provide problem tracking support (CA ServiceDesk) – end-user desktop/server support.
• Perform field office visits.
• Perform root cause analysis.
• Perform desktop/server decommissioning.
• Documentation of standard IT processes and procedures.

Required skills:

• 5 to 7 years of experience
• Microsoft 365/Office 365 cloud infrastructures
• IT asset management
• Windows 10/11 client OS and native windows application and tools
• Relevant Microsoft Certifications
• 100% Onsite