Description and Requirements
Key Responsibilities
- Rotate between Service Desk and onsite desktop support.
- Provide timely remote and onsite support for hardware, software, account, and connectivity issues.
- Manage endpoints using Microsoft Intune (enrollment, configuration, compliance, updates, and policy enforcement).
- Perform laptop provisioning, imaging, setup, replacement, and decommissioning.
- Diagnose and resolve hardware issues coordinate with vendors for warranty and repairs.
- Support Windows OS, Microsoft 365 applications, and related technologies.
- Maintain accurate ticketing records and up-to-date documentation.
- Collaborate with internal teams and vendors to resolve escalated issues.
- Ensure compliance with IT procedures, security standards, and asset management policies.
Requirements
- 2-4 years of experience in desktop, end-user, or helpdesk support with onsite exposure.
- Hands-on experience with Microsoft Intune or similar endpoint management tools.
- Strong knowledge of Windows OS, Microsoft 365, Entra ID, and basic networking.
- Experience with ticketing systems (e.g., ServiceNow, Jira).
- Experience providing remote support using remote access tools.
- Familiarity with laptop lifecycle management (setup, refresh, repair, asset tracking).
- Strong communication skills with a customer-focused approach.
- Good problem-solving skills and ability to work independently.
- Team player with adaptability and a proactive mindset.
- Working Hours
- Service Desk: 0800-1700 or 1000-1900 (staggered shifts)
- Onsite Support: 0900-1830
- Preferred Certifications
- MD-102, AZ-104, ITIL 4, CompTIA A+.
- SC-900 or AZ-500 is a plus.
