About this role
About the Role The End-User Support & Incident Management role provides onsite technical support for desktops, laptops, mobile devices, printers, and peripherals, along with incident resolution, asset management, and service delivery to ensure customer satisfaction and adherence to SLAs. What You'll Do
- Provide onsite technical support for desktops, laptops, mobile devices, printers, and peripherals; diagnose and resolve hardware, software, OS, and network issues; respond to and resolve incidents within defined SLAs; handle walk-up and VIP user support.
- Install, configure, and maintain EUC hardware and software; perform patching, upgrades, and system updates; support applications such as Microsoft Office, email, and collaboration tools.
- Manage asset lifecycle including deployment, refresh, disposal, redeployment; coordinate hardware refresh, warranty repairs, and replacements; maintain inventory, spare parts, and asset tracking.
- Provide remote and onsite troubleshooting for multi-platform environments (Windows, macOS, mobile); support VDI / desktop virtualization; coordinate with vendors and IT teams for escalations.
- Create and maintain documentation and knowledge base articles; provide weekly reports, ticket updates, and service insights; identify opportunities for service improvements and automation. What We're Looking For
- Strong knowledge of Windows and macOS OS troubleshooting; experience with Active Directory and Group Policy.
- Understanding of VDI technologies (Citrix, VMware, Azure Virtual Desktop).
- Hands-on experience in hardware support, imaging, and software deployment.
- Soft skills including customer handling, communication, problem-solving, and adherence to SLAs. Nice to Have
Compensation & Benefits
- Not disclosed