Responsibilities
* Deliver exceptional on-site support for end-users by handling incidents and requests that cannot be addressed remotely.
* Record, classify, prioritize, and resolve tickets with appropriate troubleshooting and diagnostic steps.
* Monitor progress of assigned tasks, including incidents, requests, and standard changes, ensuring timely resolution or escalation as necessary.
* Update the Configuration Management Database (CMDB) following the resolution of incidents or implementation of changes.
* Communicate effectively with users in both English and the local language, using both verbal and written formats.
* Perform tasks related to workstation setup and provisioning.
* Manage user rights and permissions.
* Oversee the distribution, lending, and maintenance of mobility devices such as laptops, tablets, and smartphones.
* Handle peripheral devices by installing, connecting, and troubleshooting equipment such as printers, scanners, and multifunction devices.
* Execute Installation, Move, Add, and Change (IMAC) requests, including but not limited to PC installations and configurations.
* Maintain regional stock levels, ensuring accurate tracking of equipment and its location for CMDB updates.
* Escalate hardware or software malfunctions and defective products to appropriate vendors or service technicians.
* Coordinate small-to-medium-scale logistics, such as relocating PCs and peripherals during staff moves or new hires.
* Provide support for audio and video conferencing by establishing connections, conducting tests, and addressing basic technical issues.
* Assist external technicians on-site with hardware replacements or other technical interventions.
* Offer additional support at other campus locations during periods of high workload.
* Coach users on the functionality of provided equipment and applications.
* Support major events such as conferences, which may occur outside regular business hours or premises.
* Handle application-related incidents by diagnosing, categorizing, and resolving issues, utilizing tools such as Remote Desktop Takeover.
* Collaborate with third-party developers or relevant business units when escalation is required for application bugs, improvements, or training needs.
Technical Expertise
* Proficient in Windows 10, iOS, MacOS, and Android.
* Strong knowledge of Excel, Word, PowerPoint, Exchange Online/Outlook, Skype/Teams, OneDrive, and SharePoint Online.
* Skilled in Zoom for video conferencing.
* Familiar with tools like Navision and ISABEL.
* Extensive experience with Intune for configuring, managing apps, and implementing protection protocols.
* Competent in account management, LAN/WLAN protocols, backup/restoration, antivirus, and patch distribution.
* Experience with Active Directory, Azure Active Directory, and Okta.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
Technology, Information and Media
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