Responsibilities:Diagnose and troubleshoot technical issues, including account setup, network configuration, software, and hardware issues.Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment, using SCCM and JAMF.Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.Provide timely resolutions for hardware and software issues, ensuring user satisfaction.Properly escalate unresolved issues to appropriate internal teams (e.G. software developers)Provide prompt and accurate feedback to customers.Refer to internal knowledge bases or external resources to provide accurate tech solutions.Ensure all issues are properly logged.Handle VIP users request wherever necessary and resolve the issues on priority.Prioritize and manage several open issues at one time.Follow up with clients to ensure their IT systems are fully functional after troubleshooting.Prepare accurate and timely reports.Document technical knowledge in the form of KB ArticlesMaintain good relationships with clients.Technical Experience:Experience level: 6 – 8 years of Technical experience in Windows and MacProficient in managing and troubleshooting Windows and Mac hardware and software; skilled in using SCCM for Windows and JAMF for Macs.Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar roleHands-on experience with Windows/Linux/Mac OS environmentsGood understanding of computer systems, mobile devices, and other tech productsExcellent problem-solving and communication skillsAbility to provide step-by-step technical help, both written and verbalFamiliarity with ITSM tools like ServiceNow, JIRA for ticket management.Professional Attributes:Excellent customer service skills and the ability to communicate effectively with non-technical users.Self-starter with the ability to work independently and efficiently.Physical ability to manage IT equipment installations and movements.Adaptable and flexible to meet varying work schedules and environments.
