Job Description
Description: • Provide advanced onsite IT support by responding to dispatched incidents and service requests within SLA timelines. • Perform in-depth troubleshooting and resolution for hardware, software, and connectivity issues across endpoints. • Handle device deployment, replacements, upgrades, and break-fix activities with higher ownership. • Support IMAC services (Install, Move, Add, Change) ensuring accuracy and minimal user disruption. • Act as a senior field resource, assisting Grade 6 technicians and guiding issue resolution. • Conduct initial root cause analysis (RCA) and ensure proper documentation before escalation. • Collaborate with L2/L3 teams and vendors for timely resolution of complex or recurring issues. • Maintain ticket updates, service documentation, and compliance with ITSM processes. • Ensure adherence to security policies, asset management, and operational standards. • Deliver high-quality user experience through proactive communication and efficient service delivery.
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