Overview:
This role is responsible for delivering end user support services and managing end user computing environments to support business operations. The position focuses on endpoint management, device lifecycle administration, and onsite support to ensure reliable, secure, and efficient use of IT systems across centres and HQ.
The role works closely with internal teams and vendors and reports to the Manager for End User Support & Infrastructure.
Key Responsibilities:
End User Support:
- Provide Level 2 end user support, resolving technical tickets related to hardware, software, endpoint, and mobile device issues within agreed SLAs.
- Perform endpoint staging, onboarding, refresh, and decommissioning, ensuring devices are ready for issuance when required.
- Administer Mobile Device Management (MDM) platforms, including device wipes and real-time inventory updates to support immediate hardware redeployment.
- Support for meetings and events, including technical readiness checks and real-time issue resolution.
- Perform service visits to external service centres (e.g. OPPO Service Centre) for device repair, replacement, and follow-up.
- Maintain accurate endpoint asset inventory, including lifecycle tracking, assignment, and disposal management.
- Install, configure, and maintain applications, operating systems, and peripherals for end users.
- Provide technical troubleshooting and problem resolution, both remotely and onsite.
- Record incidents, resolutions, and asset updates in ITSM systems.
- Follow up with users to ensure issues are fully resolved and systems are operational.
- Create and update technical documentation, user guides, and standard operating procedures as required.
Requirements:
- Must possess at least Nitec in Information Technology, Computer Science, or a related field
- 2-5 years of experience in End User Support or Helpdesk roles.
- Strong understanding of computer hardware and operating systems, including Windows, macOS, iOS, and Android.
- Hands-on experience with endpoint management and device lifecycle processes.
- Strong troubleshooting skills across software and hardware layers.
- Ability to work independently while collaborating effectively within a team.
