IT Support Engineer

End-User Device Support:

• Provide on-site support for desktops, laptops, printers, mobile devices, and other peripherals.
• Perform hardware diagnostics, repairs, upgrades, and installations.
• Troubleshoot and resolve software-related issues, including operating systems, applications, and patches.

• Configure and provision end-user devices based on organizational standards. Hands and Feet Support:

• Act as the on-site technical resource for remote IT teams, assisting with physical tasks such as hardware replacements, cable management, and device installations.
• Perform basic network troubleshooting and assist in resolving connectivity issues.

• Support server room activities, including racking and stacking equipment, cable patching, and hardware inspections. Incident and Request Management:

• Respond promptly to service requests and incidents raised by end users or IT teams.
• Document and escalate unresolved issues to higher-level support teams.

• Ensure timely resolution of issues within defined SLAs. Inventory and Asset Management:

• Maintain accurate records of IT assets, including end-user devices and peripherals.
• Assist in tracking and managing inventory levels for spare parts and equipment., Requires travel to various locations to provide on-site support.
• Ability to lift and move IT equipment as needed.

• Availability for on-call support and flexible working hours. Key Activities:

• On-site & remote deskside support for dedicated sites
• 24 5 coverage with on call for off-hours; project off-hour support
• User training and onboarding/oAboarding (JML)
• Site documentation (floor plans, architecture)
• Asset & equipment management (inventory, refreshes, storage/distribution/disposal)
• Smart Hands (printers, network, voice, servers)
• Data/server room upkeep
• Conference room A/V & Teams Rooms support
• Mobile phone support
• VIP support
• GMP & non-GMP lab systems support (hardware, software, user accounts)
• SLA tracking and reporting

Proven experience in providing on-site support for end-user devices and IT hardware.

• Strong knowledge of Windows, macOS, and mobile operating systems.
• Hands-on experience with hardware diagnostics, repairs, and installations.
• Basic understanding of networking concepts, including LAN, WAN, and Wi-Fi troubleshooting.
• Familiarity with IT service management tools and ticketing systems.
• Excellent problem-solving and troubleshooting skills.

• Strong communication and interpersonal skills. Preferred Skills (Good-to-Have):

• Certifications such as CompTIA A+, ITIL Foundation, or equivalent.
• Experience with Active Directory, OAice 365, and remote support tools.
• Knowledge of server hardware and basic data center operations.
• Familiarity with imaging and deployment tools (e.g., SCCM, MDT).
• Experience in working in multi-site environments.