About this role
Role Overview
The Drop-In Onsite Support Engineer will provide hands-on IT support at customer locations, addressing end-user issues that cannot be resolved remotely.
Key Responsibilities
Provide onsite desktop support, Microsoft 365 support, hardware troubleshooting, smart-hands support, asset management, ServiceNow ticket updates, and VIP user support.
Technical Skills Required
Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune, ServiceNow, VPN, Networking, Teams/Zoom/WebEx.
End User Support
- Provide face-to-face IT support to end users at customer premises.
- Diagnose and resolve hardware, software, operating system, and application-related issues.
- Support laptops, desktops, thin clients, mobile devices, printers, scanners, and peripherals.
- Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
- Support VIP and executive users with priority handling and white-glove service.
IMACD Services
- Perform Install, Move, Add, Change, and Disposal (IMACD) activities.
- Deploy new devices and coordinate workstation setups for new hires.
- Execute hardware refresh and device replacement programs.
- Decommission and securely dispose of obsolete devices in accordance with customer policies.
Device & Asset Management
- Manage end-user device inventory and asset lifecycle.
- Maintain asset records and update Configuration Management Database (CMDB).
- Coordinate hardware repairs and warranty replacements with vendors.
- Track asset allocation, stock levels, and device movements.
User Administration
- Create, modify, and disable user accounts as per approved requests.
- Support Active Directory, Azure AD, Microsoft Entra ID, and Microsoft 365 administration activities.
- Handle password resets, account unlocks, distribution groups, and access requests.
- Assist users with Multi-Factor Authentication (MFA) enrollment and troubleshooting.
Incident & Request Management
- Log, update, track, and resolve incidents and service requests using ServiceNow.
- Ensure tickets are properly categorized, prioritized, and documented.
- Meet SLA commitments for incident response and resolution.
- Escalate unresolved issues to appropriate support groups.
Security & Compliance
- Follow customer security policies and IT governance standards.
- Support endpoint security, antivirus, and patch compliance activities.
- Report security incidents and policy violations.
- Ensure compliance with data privacy and information security requirements.
Documentation & Knowledge Management
- Create and update standard operating procedures (SOPs) and work instructions.
- Contribute to knowledge articles and known-error documentation.
- Maintain accurate records of incidents, fixes, and asset changes.
Language Support
- Provide onsite support in French or Spanish through verbal and written communication.
- Communicate effectively with Swiss and European users in their preferred language.
Assist in translating user requirements, incident details, and support documentation when required