Roles & Responsibilities

• Perform onsite analysis, diagnosis, and resolution of complex desktop, laptop, and mobile device issues.
• Manage mobility queues and ensure SLAs are met for incoming support tickets.
• Plan, coordinate, and execute software/hardware rollouts, refreshes, and upgrades.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and mobile devices.
• Assess performance upgrade needs and implement solutions (e.g., memory, storage).
• Provide technical guidance and act as a subject matter expert for other support teams.
• Collaborate with global IT service desk and third-party vendors to ensure operational efficiency.
• Develop and maintain software packages and distribution tools.
• Document incidents, repairs, installations, and maintenance accurately.
• Support vendor management and liaise with third-party support teams when required.

Required Skills & Experience

• Associate degree in IT or related field, or equivalent experience.
• Minimum 3 years of IT desktop/laptop support experience in a global company.
• Strong technical expertise in x86/x64 hardware, Windows 10, Apple iOS, Android, and Mac OS X (JAMF knowledge is a plus).
• Experience with Active Directory, SCCM, security endpoint protection software, MFA, and VPN.
• Strong knowledge of diagnostic tools and software distribution methods.
• Excellent communication and customer service skills, with ability to interact at all levels.
• Experience collaborating in a team-oriented, global environment and with third-party vendors.
• Focused on quality of service and defect reduction.

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