Job Description
Key Responsibilities
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End User Computing & Deskside Support
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- Provide deskside support for Windows/macOS devices, peripherals, printers, mobile devices, and Microsoft 365 applications.
- Troubleshoot incidents, fulfil service requests, support VIP users, and maintain accurate ServiceNow updates.
- Coordinate with remote teams, IT team, vendors, and the Tech Lead for escalations and dispatch support.
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Remote Support Coordination
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- Support remote diagnosis, software installation, patch verification, Intune actions, and ticket closure.
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Device Lifecycle Management & IMACD
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- Build, image, enroll, deploy, refresh, recover, and decommission end-user devices.
- Maintain accurate asset tagging, handover, CMDB updates, reconciliation, and disposal support.
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Joiner, Mover & Leaver Support
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- Prepare devices and peripherals for joiners, support movers, collect assets from leavers, and update asset records.
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AV & Collaboration Support
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- Perform meeting room readiness checks and troubleshoot Teams/Zoom Rooms, AV devices, displays, cameras, microphones, and control panels.
- Provide AV support for executive meetings, town halls, training sessions, hybrid meetings, and approved events.
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Asset Management & Reporting Support
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- Track assets, update CMDB records, support inventory validation, audits, and operational reporting.
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Service Management & Continuous Improvement
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- Follow ITIL-aligned processes, meet SLA expectations, identify recurring issues, and contribute to knowledge articles and service improvements.
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Required Skills & Experience
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- 5–7 years of experience in deskside, EUC, endpoint, or field support.
- Knowledge of Windows 10/11, basic macOS, mobile devices, Microsoft 365, ServiceNow, Intune, imaging, and deployment.
- Experience with printers, peripherals, docking stations, AV rooms, Teams Rooms, Zoom Rooms, Crestron, Logitech, and related collaboration technologies.
- Strong customer service, VIP support, communication, documentation, troubleshooting, and time management skills.
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Preferred Qualifications
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- ITIL, Microsoft 365, endpoint, desktop support, or AV certifications preferred.
- Managed services, life sciences, pharmaceutical, or regulated environment experience is an advantage.
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