Key Responsibilities:
- Provide on-site L1/L2 support for all end-user hardware, including desktops, laptops, mobile devices, printers, MFDs, and VC equipment.
- Support all specified software, including:
- Microsoft Windows OS and M365 (Office, Teams, Teams Voice).
- Specialized CAD/Engineering applications (Autodesk, Bentley, etc.).
- Standard browsers and web-based business applications.
- Troubleshoot and resolve user incidents (hardware, software, connectivity) with a strong focus on achieving the 80% FCR target.
- Fulfill service requests (e.g., new user setup, software installation, hardware moves) accurately and efficiently.
- Meticulously log all incidents and requests in the ITSM tool (ManageEngine ServiceDesk Plus), ensuring all actions are tracked to meet P1/P2/P3 SLAs.
- Perform automated software/patch deployment tasks as directed (via ManageEngine Endpoint Central).
- Collaborate with the L2 Network/Security/Server teams for escalations.
- Maintain a positive and professional demeanor, providing excellent customer service.
Qualifications & Skills:
- Diploma in Information Technology or equivalent.
- Required: Proven experience in a hands-on desktop/EUC support role.
- Required: Strong customer service skills.
- Technical proficiency in Microsoft Windows, Active Directory, and Microsoft 365 (including Teams Voice).
- Experience supporting specialized software, preferably CAD/Engineering applications (Autodesk, Bentley).
- Experience with ITSM ticketing systems (e.g., ServiceDesk Plus).
- Familiarity with remote support tools and endpoint management software.
- Preferred: Microsoft 365/Modern Desktop certifications (e.g., MD-102), ITIL Foundation.
Work Locations: able to support for West and North
