Desktop Support Technician

Acts as a first point of contact for end users seeking technical assistance with Desktop & Laptop hardware, Desktop/laptop software, network issues with desktop/laptop, issues with mobile devices and other peripherals.

Troubleshooting Windows & Mac OS platforms including mobile devices running Apple iOS & Android mobile OS

Setup and configuration of end user desktops, laptop, hardware, software, printers, Mobile phones and peripherals.

Guide users with step-by-step instructions on installing applications.

Document and record incidents, service requests and their resolutions in the internal ticketing system.

Direct unresolved issues to the next level of support personnel

Help create technical documentation and manuals (KA) for known issues.

Image and deploy Laptops/ Desktops/Tablets to end users.

Asset Management (stock level check, tracking, receiving, preparing and shipment of assets)

Coordinating office moves

Level 2 Technicians to provide White Glove support to identified onsite VIPs. White Glove support will also include expediated end user device troubleshooting, proactive support, proactive monitoring and health checks, targeted training on new tools for executive, custom onboarding process for executive etc.