L1 Desktop Support: Hands & Feet Support (HFS)
The Hands & Feet Support role includes the physical execution of IT tasks under the guidance of remote engineers or predefined SOPs.
Core Responsibilities
- On-Site Hardware Support: Perform physical installation, movement, and cabling of desktops, laptops, docking stations, and peripherals.
- Hardware Troubleshooting: Conduct physical inspections to identify loose connections, damaged ports, or hardware failures.
- Asset Management: Manage local inventory, including tagging equipment and documenting hardware movements within the CMDB.
- Deployment & Refresh: Execute PC Imaging, data migration, and Box-to-Desk setups for new hires or hardware upgrades.
- Infrastructure Assistance: Provide physical access and basic eyes-and-ears support for network racks, servers, and UPS systems as directed by L2/L3 teams.
- Break/Fix Execution: Replace faulty components (RAM, Hard Drives, Keyboards) and manage the RMA process with vendors.
Technical Requirements
- OS Knowledge: Proficiency in Windows 10/11 and basic macOS troubleshooting.
- Tool Proficiency: Experience with ticketing systems (e.g., ServiceNow, Jira) and remote desktop tools.
- Connectivity: Basic understanding of TCP/IP, patch panels, and Wi-Fi configuration.
- Soft Skills: Strong professional communication and the ability to follow complex technical instructions accurately
