Job Summary:
As an Onsite IT Support Technician, you will be responsible for providing technical assistance and support to end-users within the organization. Your primary focus will be on-site troubleshooting, problem resolution, and ensuring the smooth operation of computer systems, software, and hardware. You will play a crucial role in maintaining a productive and efficient IT environment for all employees.
Key Responsibilities:
1. End-User Support:
· Respond promptly to user inquiries, and provide technical support either in person, over the phone, or via remote assistance.
· Diagnose and resolve hardware, software, and network issues.
· Install, configure, and upgrade computer components and software applications.
· Provide IT support and resolve problems through assigned incident or request tickets in accordance with established SLA.
2. Hardware Maintenance:
· Conduct on-site troubleshooting and repairs of computer equipment, printers, and other peripheral devices.
· Perform routine hardware maintenance, such as cleaning, upgrades, and component replacement.
3. Software Support:
· Install, configure, and update software applications on user devices.
· Troubleshoot and resolve issues related to operating systems and software applications.
· Collaborate with the IT team to deploy software updates and patches.
4. Network Support:
· Assist in the setup and configuration of network devices, such as routers, switches, and access points.
· Troubleshoot network connectivity issues and assist in resolving network-related problems.
· Provide minimal hands and eyes support to Global infrastructure teams for network, server, hardware upgrades or projects at site.
5. Security:
· Implement and enforce security measures to protect systems and data.
· Educate end-users on best practices for security and data protection.
6. Documentation:
· Maintain accurate records of hardware and software inventory.
· Document solutions to common issues for knowledge sharing.
· Preparation and submission of activity reports
7. User Training:
· Conduct training sessions for end-users on basic IT procedures and best practices.
· Provide guidance to users on utilizing IT resources effectively.
· Assist with onboarding of new joiners. Manage PC setup and deployment for new employees using standard hardware, images, and software.
8. Collaboration:
· Collaborate with the IT team to escalate and resolve complex issues.
· Communicate effectively with end-users, understanding their needs and providing timely solutions.
Qualifications:
· Minimum of [1-2] years of experience in providing onsite IT support.
· Candidate must possess at least a Bachelor's/College Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
· Proficient in troubleshooting hardware, software, and network issues.
· Strong knowledge of operating systems (Windows, macOS) and common software applications.
· Familiarity with basic network concepts and protocols.
· Experience with ticketing tool (preferably ServiceNow)
· Troubleshooting experience on MS O365 suite
· Incident and management knowledge.
· Excellent communication and interpersonal skills.
· Problem analysis and solving skills.
· Attention to details.
· Team Player.
· Planning and organizing.
· Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
Working Conditions:
· This position may require occasional after-hours or weekend work to perform system maintenance or address critical issues.
· Ability to lift and carry computer equipment.
