IT Support Engineer

Role Overview:

We are seeking a dedicated L2 IT Support Technician to provide comprehensive on-site and remote technical assistance. This role focuses on end-user hardware and software resolution, encompassing Break/Fix, Deskside Support, IMAC-D (Install, Move, Add, Change, Disposition), Smarthands, and dedicated VIP support.

Key Responsibilities:

- Hardware Break/Fix & Warranty: Triage hardware incidents, order parts, and promptly repair or swap end-user devices to restore productivity. Manage OEM in-warranty repairs and facilitate replacements for out-of-warranty devices. Maintain secure, local spare inventory. (Note: BYOD support is out of scope).

- Deskside & Remote Support: Troubleshoot and resolve configuration issues for operating systems and applications. Re-install software, drivers, VPNs, and utility tools (anti-virus, firewalls, Windows updates)

- IMAC-D Services:

Install: Physically set up and connect devices at designated workspaces.

- Move: Relocate devices within the same building or campus.

- Add/Change: Install new hardware/software components and execute configuration changes.

- Disposition: Process end-of-life devices, including data wiping, drive destruction, and asset tag removal.

- Smarthands Support: Act as the on-site physical hands for server and network equipment under the direct guidance of L3 network and server engineers.

- VIP Support: Deliver expedited, high-priority (Priority 2) support for designated executive and VIP end-users.

- Workflow Management: Manage, update, escalate, and close all incidents and service requests promptly using the designated ITSM ticketing system.