Role and Responsibilities:
- Hardware IMAC Support
- Troubleshoot, diagnose and resolve the tickets which required onsite support
- Coordinate within Vendor and Level 3 support team, Level 2 Backline and Service Desk teams for ticket resolution
- Schedule Supported Device installation, Software and Hardware activity with End User at their convenience in order to minimize disruption
- Participate in war room during major incidents
- Manage any end-user service requests (e.g. desktop, mobile) which require local interaction
- Support end users devices (Desktop / Laptops, Mac, Smartphones, Tablets, printers)
- Collect hardware as part of user's leavers process
Asset Management:
- Maintain asset register including hardware and software
- Alert Customer in case of licensing issue (Software)
- Manage non-standard intervention / software installation
- PC and other devices logistics Management § Software IMAC and configuration
- Resolve break-fix incidents, either by own intervention or requesting and coordinating technical service by OEM vendor
- Perform Soft IMAC, Image loading where this cannot be executed remotely
- Software deployment on end user devices o Deployment of mobile apps
- Hands and feet support -Special devices
- Meeting room support and conference room devices
- Printers & Laboratory and manufacturing devices
- Support to Organizational Events
- Customer 3rd Party Support and Co-ordination
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Perform other duties as assigned
Must Have Skills:
- Should have worked on Modern Device Management using SCCM /Intune
- Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
- Candidate needs to have very good understanding with documentation and validation systems. IQ, OQ & PQ
- Understanding of Vulnerability assessment & Remediation Experience with the software not limited to Office365, Microsoft Teams, Remote access tools such as Bomgar, Active Directory etc.
- Mobile Device troubleshooting experience including Microsoft Authenticator, Office Apps and security applications
- Experience troubleshooting network devices such as printers, tablets and other peripherals
- Experience working with IT Assets (laptops and peripherals) management
- Support experience of MACs would be beneficial
- Must have understanding of Azure/ cloud environment
- Excellent hands on experience in installation and troubleshooting DC equipment's, Rack and Stack of the DC equipment/cable
- Excellent com munication is mandatory in English and Local language
- Individual must have good customer facing skills and be well presented.
- Demonstrates independent and pro-active thinking
Good To Have:
- Experience of support Apple Mobile devices
- Understand Network & Data Center concepts
- Strong problem solving skills, including providing simple solutions to complex situations.
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
- Must be able to work alone and unsupervised, taking the initiative when necessary.
- Must be organized and prioritize work appropriately.
