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.