Splz Senior Associate Infra - #941569
Onsite role, deskside support technician L2
Drive high level of customer service and satisfaction.
Manage incident and service request queues to ensure SLAs are met.
Provide hands on resolution of 1st to 3rd line software and hardware incidents where required.
Work with offshore capabilities to deliver efficient and effective service.
Manage IT hardware inventory.
Track and manage IT assets in asset management system.
Fulfill service requests for varied IT equipment.
Drive compliance to internal and external processes and standards
Years of experience needed - 2 - 4 years.
Windows 10/ 11 client OS and native windows application and tools.
Experience in Multifactor authentication, encryption, and VPN technologies.
Experience in IT asset management Lifecyle and process
Microsoft365/ Office 365 and Azure cloud infrastructures
Experience in Microsoft Autopilot/ Intune based device deployment.
Experience in SCCM based imaging and application installation (use of for deployment of Operating Systems and Applications)
Very good experience in common of the shelf Software and Application installation and Troubleshooting
Strong experience in Desktop/ Laptop hardware (Lenovo/ HP/ Dell/ Microsoft) troubleshooting
Smart hand support experience in network, server, and datacenter hardware.
Roles and Responsibility:
Some of the key responsibilities of deskside support technicians includes the following but not limited to.
Install, troubleshoot, and repair desktops/laptops and associated peripherals. (hardware/ software)
Install, troubleshoot, and repair Standard SOE Image on Desktops and Laptops.
OS Installation using SCCM.
OS installation using Intune/ Azure autopilot.
Install, configure, and troubleshoot standard applications (MS Office/ MS Office 365, Adobe, VPN, bit locker, etc.)
Deploy IT assets to office-based users and coordinate courier/ shipping for remote users. (Domestic/ International)
Provide technical assistance and training to end users on computer operating systems and Standard applications.
Provide printer and consumable installation, breakfix, maintenance support.
Provide meeting room, A/V equipment support.
Provide mobile device and mobile contract management.
Instruct and assist end users in the use of computer equipment, software, and accessories.
Ability to Evaluate and test new technology for feasibility and implementation within IT Environment.
Document all support activities within the IT Incident and request Management tracking tool.
Coordinate efforts with 3rd party vendors to repair faulty hardware/ software.
IT Stock and stock room management
Provide remote support for home-based users from same country or different counties.