o Acting as the first point of contacts for tickets logged. Conduct routing of tickets to correct parties. Manage and resolve issues pertaining to client laptops.
o Technical Support & Troubleshooting:
§ Provide timely and accurate support for hardware and software issues on client laptops.
§ Diagnose, troubleshoot, and resolve laptop-related problems such as operating system malfunctions, application crashes, connectivity issues, and peripheral device problems.
§ Escalate unresolved issues to higher-level support when necessary.
o Laptop Configuration & Setup:
§ Install, configure, and upgrade software, drivers, and essential tools on laptops.
§ Manage user accounts and permissions according to company policies.
§ Ensure all laptops are regularly updated with the latest security patches and antivirus updates.
o Issue Resolution & Ticket Management:
§ Respond to user-reported issues via email, phone, or helpdesk system.
§ Track and manage support requests using a ticketing system, ensuring prompt resolution of issues within agreed SLAs.
§ Document issue resolution steps and provide feedback to users.
o Inventory Management & Asset Tracking:
§ Maintain accurate records of laptop inventories, including software licenses and hardware components.
§ Coordinate laptop replacements and upgrades when required, managing the lifecycle of company-issued devices.
o Skill requirements
§ Proficiency in Windows OS (Windows 10/11) and basic knowledge of MacOS.AWS Administration proficiency
§ Expertise in installing, configuring, and maintaining common software and applications (e.g., Microsoft Office 365, collaboration tools, antivirus software).
§ Understanding of basic networking concepts (e.g., IP addressing, DNS, DHCP).
§ Experience with Wi-Fi connectivity troubleshooting and VPN configuration for remote access.
§ Antivirus software deployment and management
§ Min 1-2 Years Exp
