Technical Support & Incident Management

• Provide resolutions for corporate applications, hardware, and business group applications.
• Handle incident and service request queues, including ticket creation, categorization, prioritization, and assignment to appropriate support groups.
• Perform proactive follow-ups with customers to ensure timely resolution without requiring reminders.
• Deliver Level 2/3 support for PCs, printers, scanners, and phones when issues cannot be resolved remotely by the Service Desk.
• Diagnose and resolve issues related to PCs, laptops, network connectivity (VPN, wireless), Active Directory, security incidents, servers, and business applications.
• Perform PC/laptop imaging, configuration, and break/fix support.
• Fulfill IMAC (Install, Move, Add, Change) requests.
• Install, configure, and support printers, scanners, phones, and mobile devices, including vendor coordination for replacements and contract updates.
• Provide hands-on and remote support for computer rooms, IDFs, MDFs, servers, switches, routers, and other physical equipment.
• Mount and unmount hardware in data centers and perform daily routine checks to maintain data center health.

Knowledge Base & Documentation

• Build, update, and review knowledge base articles to streamline fixing and issues resolution.
• Track and review ticket metrics, and take action to improve efficiency where vital.

Collaboration & Vendor Management

• Work closely with vendors, including escorting them onsite and guiding their activities during visits.
• Collaborate with vendors to prepare statements of work (SOWs) and quotes by clearly defining requirements.
• Partner with functional teams to ensure quick resolution of customer issues and effective project execution.

Process Improvement & Initiatives

• Find opportunities to improve technology workflows, employee experience, and support processes.
• Recommend and assist with implementation of enhancements to PC/laptop configurations.
• Lead medium-sized initiatives or workstreams impacting 50?100 customers with minimal supervision.
• Support project planning and solution development in partnership with multi-functional teams.

Minimum Requirements

• 4+ in desktop support or a related technical role.
• Good understanding of client/server networks, protocols, common internet services, and Active Directory.
• Solid knowledge of the OSI model and ability to perform root-cause analysis.
• Ability to diagnose and resolve hardware and software issues for corporate infrastructure.
• Experience with ticketing systems and incident/request management.

Desired Skills

• Excellent written and verbal communication skills; able to effectively engage with global customers.
• Demonstrated experience in customer service and collaborator coordination.
• Ability to handle critical situations independently and with professionalism.
• Strong teamwork skills and willingness to serve as a go-to resource for peers.
• Experience collaborating with global teams across multiple time zones.
• Familiarity with IT operations and service delivery standard processes.
• Certification from a major IT vendor (desktop-related platform or technology) is preferred.