Job Description
- Handle Tier 1/2 support via phone, email, and onsite assistance.
- Troubleshoot and diagnose issues with desktops/laptops, printers, scanners, VC equipment, and Cisco IP telephony.
- Install, configure, and re-image PCs/laptops and peripheral devices.
- Provide support for mobility and remote access (VPN, VDI, iOS devices, authenticator apps).
- Support video/audio/web conferencing (Teams, Webex, Zoom).
- Log and monitor all tickets in ServiceNow in compliance with SLA requirements.
- Perform asset management: assist with recording, tracking, and maintaining IT inventory.
- Provide support for internal and external meetings, including after-hours support when required.
- Perform data backup/restore, device disposal, and assist with staff onboarding/offboarding.
Technical Qualifications
Education:
- Bachelor's degree (BS) in Computer Science / Engineering / IT with at least 4 years of experience in IT customer service/support within a Microsoft environment,
- or Diploma (D3) with at least 6 years of experience in the same field.
Technical Skills:
- Mandatory fluent in English (Written and Verbal).
- Willing to work on shifts.
- Minimum 2 years' experience using ITSM/Helpdesk tools (e.g., ServiceNow).
- At least 2 years' experience supporting international organizations with 200+ users.
- At least 2 years' experience operating video conferencing equipment and IP telephony.
- Hands-on troubleshooting with Windows 11, Microsoft 365, SharePoint, Outlook, Apple iOS, Remote Access/VPN, and Virus Scanning.
- Preferred certification: Dell/Lenovo desktop product certification.