Job Description

 Deliver hands-on support for a range of hardware including PCs, laptops, and peripherals in a mixed Windows and Mac environment.

•  Perform network troubleshooting, particularly on VPN connections and wireless configurations, integrating with Zscaler.
•  Asset management and tracking using ServiceNow (SNOW) for accurate inventory control.
•  Provide timely resolutions for hardware and software issues, ensuring user satisfaction.
•  Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
•  Provide prompt and accurate feedback to customers
•  Refer to internal knowledge bases or external resources to provide accurate tech solutions
•  Ensure all issues are properly logged
•  Prioritize and manage several open issues at one time
•  Follow up with clients to ensure their IT systems are fully functional after troubleshooting
•  Prepare accurate and timely reports
•  Document technical knowledge in the form of KB Articles
•  Maintain good relationships with clients
  

Technical Experience

•  Experience level : 6 – 8 years of Technical experience in Windows and Mac 
•  Proficient in managing and troubleshooting Windows and Mac hardware and software; skilled.
•  Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
•  Good understanding of computer systems, mobile devices and other tech products
•  Excellent problem-solving and communication skills
•  Ability to provide step-by-step technical help, both written and verbal
•  Familiarity with ITSM tools like ServiceNow for ticket management.

Professional Attributes

•  Excellent customer service skills and the ability to communicate effectively with non-technical users.
•  Self-starter with the ability to work independently and efficiently.
•  Physical ability to manage IT equipment installations and movements.
•  Adaptable and flexible to meet varying work schedules and environments.

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