Key Skills

Job Description

Key Responsibilities End-User Computing Support Provide advanced support for desktops, laptops, mobile devices, and tablets. Diagnose and resolve complex hardware and software issues. Perform break-fix activities and root cause analysis for end-user devices. Deliver IMAC (Install, Move, Add, and Change) services for workplace technology assets. Handle device staging, imaging, configuration, deployment, and refresh activities. Support device mail-in, swap, replacement, and recovery processes. Asset & Lifecycle Management Maintain accurate hardware and software asset inventories. Manage asset tracking, allocation, recovery, and disposal activities. Coordinate depot operations and device logistics. Ensure compliance with asset management and lifecycle standards. Infrastructure & Network Support Troubleshoot Server , Storage and network connectivity issues affecting users and workplace systems. Provide smart-hands support for Server , Storage and network devices, including switches, routers, and wireless equipment. Deliver server smart-hands support, including basic troubleshooting, hardware checks, and coordination with remote teams. Support Data Centre, MER (Main Equipment Room), and SER (Satellite Equipment Room) operations. Perform cabling, patching, labelling, and connectivity verification activities. Collaboration & Peripheral Support Support printers, multifunction devices, and related peripherals. Maintain and troubleshoot conference room and collaboration technologies, including audio/video conferencing solutions. Assist users with meeting room technology setup and issue resolution. Service Management & Documentation Log, track, update, and resolve incidents and service requests using ServiceNow or other ITSM platforms. Ensure SLA compliance and timely communication with stakeholders. Create and maintain technical documentation, knowledge articles, and support reports. Collaborate with vendors and third-party service providers for issue resolution and maintenance activities. Escort and coordinate external vendors within secure facilities when required. Customer & Executive Support Provide white-glove/VIP support for executive users and critical business stakeholders. Deliver exceptional customer service and maintain professional communication with users at all organizational levels. Effectively communicate technical issues and resolutions in both verbal and written formats. Qualifications & Experience Bachelor's degree or diploma in Information Technology, Computer Science, Electronics, or related field preferred. Proven experience in L2 Desktop Support, End-User Services, Workplace Services, or Onsite Support environments. Strong understanding of Windows operating systems, endpoint troubleshooting, networking fundamentals, and ITSM processes. Experience supporting enterprise collaboration and conferencing technologies. Ability to work independently in onsite and customer-facing environments. Language Requirements English Language Proficiency: Required Local Language Proficiency: Preferred Preferred Certifications ITIL Foundation Microsoft Modern Desktop Administrator / Endpoint Administrator CompTIA A+ or equivalent Network+ or equivalent networking certification

Core Responsibilities

Provide advanced onsite support for end-user devices, workplace technology, peripherals, and collaboration systems, including troubleshooting, deployment, asset lifecycle management, and basic server, storage, and network support. Manage incidents and service requests, maintain documentation and SLA communication, coordinate vendors, and deliver professional VIP support.

Requirements

A degree or diploma in Information Technology, Computer Science, Electronics, or a related field is preferred, along with proven experience in L2 desktop, end-user, workplace, or onsite support. Candidates should have strong Windows, endpoint troubleshooting, networking, ITSM, and collaboration technology knowledge; English proficiency is required, while local-language proficiency is preferred.