Deliver onsite and remote support for end users, resolving incidents relating to EUC equipment including desktops,
laptops, peripherals, and mobile devices.
• Provide Break/Fix support, troubleshooting, and issue resolution for hardware and software failures.
• Initiate and manage the creation of tickets for each reported issue, ensuring that all incidents are accurately logged
and tracked through resolution.
• Conduct pre-installation and site surveys in alignment with requirements for network connectivity, power, and
coordination with third-party suppliers.
• Perform IMACD (Install, Move, Add, Change, Dispose) hardware and software operations as per service requests.
• Carry out asset refresh activities and manage the disposal of hardware in accordance with company policies.
• Issue loaner devices or software for repairs or in cases of lost/stolen equipment, including data backup and recovery.
• Coordinate and manage warranty repairs with hardware vendors and facilitate IT equipment returns under asset
management guidelines (including legal hold PCs).
• Assist users by providing support through SmartHubs installed at designated sites, ensuring seamless access to
remote troubleshooting and device assistance.
• Perform proactive PC health checks using prescribed tools, addressing performance or hardware issues during field
visits.
• Document and update knowledge base & runbooks.
• Support conference room technology by conducting weekly checks and resolving identified issues proactively.
• Assist with IT equipment setup, testing, and support during events, ensuring readiness and functionality of all
required devices.
• Manage IT equipment disposals and coordinate with preferred suppliers for proper decommissioning and recycling.
• Document and maintain accurate records of all activities, site visits, and incident resolutions in the approved ITSM
tool.
• Assist users with activities including but not limited to IT equipment moves, peripheral installation and
configuration, onboarding and offboarding requirements
• Comply with company practices, guidelines, and security requirements at all times, maintaining professionalism
onsite.
• Engage in continuous improvement initiatives to optimize field support delivery and enhance end user satisfaction.
• Coordinate with specialized IT teams for escalations and advanced technical support
• Forward unresolved tickets to the relevant specialized teams for escalation when issues cannot be resolved by
Deskside support.
• Must have a valid driver's license.
• The Technician should be available for On-Call and weekend availability for priority tickets