Responsibilities

Prepare and maintain standard hardware specifications, Standard Operating Environment (SOE) specifications, and system images.
Provide and maintain standard hardware images and software required to support business operations.
Coordinate and manage third-party vendors providing hardware and software maintenance support.
Execute changes in accordance with Change Management procedures while minimizing business disruption.
Coordinate technician and third-party vendor scheduling and dispatch for in-scope support services and locations.
Provide walk-in support at two corporate office locations and attend to field service requests at other client locations when required.
Provide onsite assistance and support as required.
Maintain and update asset inventory records, including asset tagging.
Provide support for all in-scope desktop software, hardware, laptops, and peripheral devices.
Provide remote and onsite Level 2 support for issues that cannot be resolved by the Level 1 Service Desk.
Restore software environments, configurations, and data following repairs or software replacement.
Install, configure, and test desktop client applications included in the standard SOE.
Maintain, configure, and support Mobile Device Management (MDM) solutions such as Microsoft Intune or Workspace ONE UEM, including device policies, application settings, and software deployment.
Perform mass software deployments for departments, teams, divisions, or company-wide rollouts in accordance with Change Management procedures.
Perform Install, Move, Add, Change (IMAC) requests.
Perform backup, user data transfer, and data recovery activities in accordance with established procedures.
Manage asset disposal, including coordination with third-party vendors for secure removal and disposal.
Perform data wiping and software/data purging in accordance with customer SOPs.
Ensure support services meet agreed Service Level Agreements (SLAs).
Escalate system monitoring events and issues appropriately to the Service Delivery Manager (SDM), Centre Manager, Supervisor, and customer.
Perform other IT-related tasks and activities as assigned.

Requirements

NITEC, Higher NITEC, or Diploma in Information Technology, Information Systems, Computer Science, Business IT, or other relevant disciplines.
2-3 years of IT outsourcing experience, preferably in desktop or end-user support.
Strong knowledge of Call Management, Ticket Management, and Escalation Management.
Experience in developing and maintaining SOPs and Knowledge Base (KB) documentation.
Good understanding of IT Service Management (ITSM) processes ITIL certification is an advantage.
Strong customer service orientation with good interpersonal and communication skills.
Self-motivated and proactive in resolving issues and identifying service improvement opportunities.
Strong analytical and problem-solving skills, with the ability to respond quickly and effectively to issues and escalations.
Good written, verbal, and presentation skills.

Technical Support Analyst