Key Responsibilities:

• Provide support for end-user devices, including troubleshooting hardware and software issues for desktops, laptops, printers, and other IT equipment
• Support and maintain Windows 10/11 operating systems and related software applications
• Provide technical assistance for mobile devices, ensuring smooth integration with company systems and applications
• Offer support for Audio Visual (AV) equipment and peripherals, ensuring optimal functioning of presentation tools
• Manage and troubleshoot data backup systems, ensuring secure and reliable backup processes for critical data
• Configure, build, and replace hardware components, ensuring all EUC hardware meets the required standards
• Assist with the setup and maintenance of virtual environments, Mobile Device Management (MDM), and VPN systems
• Utilize Microsoft SCCM to deploy software packages and maintain endpoint devices
• Follow ITIL best practices for incident, problem, and change management within the IT support framework
• Maintain accurate records of support requests, resolutions, and inventory of hardware and software
• Communicate effectively with end-users to diagnose and resolve issues efficiently
• Provide excellent customer service, maintaining professionalism and a clear focus on user satisfaction
• Work independently and manage time effectively to meet deadlines and ensure quality service delivery

Qualifications & Requirements:

• Good general understanding of IT principles such as networks, hardware, and domains
• Working knowledge of leading software packages such as Microsoft Office and Lotus Notes
• Proficient with Windows 10/11 and related applications
• Strong experience in troubleshooting end-user hardware and software issues
• Knowledge of mobile devices, AV support, and printer troubleshooting
• Experience with building, configuring, and replacing EUC hardware components
• Solid experience in data backup techniques and disaster recovery processes
• Familiarity with virtual environments, Mobile Device Management (MDM), and VPN configurations
• Familiarity with Microsoft SCCM would be advantageous
• CompTIA A+, MCP/MCSE certifications are desirable
• Dell Certification is a plus
• Knowledge of ITIL practices and experience working in an ITIL environment is beneficial
• Exceptional customer-facing and communication skills
• Logical and analytical approach to problem-solving
• Strong attention to detail with accurate record-keeping skills
• Ability to work independently with minimal supervision
• Good time-management skills and ability to prioritize tasks
• Strong focus on delivering high-quality work in a productive and efficient manner.