Role Description
This role is responsible for delivering comprehensive onsite IT support services to end-users and VIP clients. The position requires strong technical expertise, excellent communication skills, and the ability to manage multiple responsibilities across hardware, software, and network domains. The candidate will act as the primary point of contact for local IT operations, ensuring smooth functioning of devices, meeting rooms, and network infrastructure.
Key Responsibilities
- VIP and End-User Support
- Provide high-quality, personalized IT support for VIP users and general employees.
- Ensure quick resolution of issues to minimize downtime and maintain productivity.
- Hardware Break-Fix / DSS / IMAC
- Perform troubleshooting and repairs for desktops, laptops, and peripherals.
- Manage Device Support Services (DSS) and IMAC (Install, Move, Add, Change) activities efficiently.
- Smart Hands Support
- Act as onsite technical assistance for remote teams.
- Execute tasks such as cable management, hardware installation, and basic network troubleshooting under remote guidance.
- Audio-Video / VC Room Support
- Set up and maintain AV and video conferencing equipment for meetings.
- Provide real-time support during critical sessions to ensure seamless connectivity and functionality.
- Device Onboarding / Offboarding
- Handle provisioning and de-provisioning of user devices.
- Ensure compliance with security and asset management policies during onboarding/offboarding.
- Local Asset & Inventory Control
- Maintain accurate records of IT assets and inventory.
- Conduct periodic audits and ensure timely replenishment of stock.
- Dispatch Coordination
- Manage technician dispatch schedules for onsite support.
- Ensure timely allocation of resources based on priority and SLA requirements.
- Local Vendor & ISP Coordination
- Liaise with local vendors for hardware repairs and procurement.
- Coordinate with Internet Service Providers for connectivity issues and upgrades.
- Local Network Support
- Provide first-level troubleshooting for LAN/WAN issues.
- Assist in network device installations and configurations as required.
- User Guidance & Training
- Educate users on IT best practices, tools, and security protocols.
- Conduct training sessions for new technologies or processes.
- Documentation & Reporting
- Maintain detailed logs of incidents, resolutions, and asset movements.
- Prepare periodic reports for management on IT operations and performance metrics.
Required Skills & Qualifications
- Strong knowledge of hardware troubleshooting and IMAC processes.
- Familiarity with AV systems, networking basics, and IT asset management.
- Excellent communication and customer service skills.
- Ability to work independently and coordinate with multiple stakeholders.
- Experience in vendor management and dispatch operations.
Skills
End User Support, Local Network Support, Asset Management
