Description

• Perform Level 2 deskside troubleshooting, incident management, and user support in line with defined SLAs
• Provide technical support for desktops, laptops, mobile devices, printers, peripherals, and related infrastructure
• Diagnose, reproduce, and resolve end-user technical issues across hardware, software, and connectivity
• Deliver user guidance and training to improve effective and secure use of IT equipment
• Log incidents, root causes, and resolutions accurately for knowledge sharing and reporting
• Support incidents and service requests via phone, chat, email, and ticketing systems
• Coordinate with Level 1 support teams to ensure timely ticket resolution and escalation
• Create, update, and escalate tickets to local or global IT teams when required
• Manage IT hardware assets including installation, relocation, upgrades, disposal, and inventory tracking
• Maintain accurate device records in the hardware management system
• Operate, test, and troubleshoot AV and conference room systems for meetings and events
• Perform basic network support tasks including router and switch configuration, cabling, and rack-and-stack activities
• Provide smart hands support for global network teams, including device setup and physical access tasks
• Perform ad-hoc technical support, including work outside standard business hours and travel to other sites as required

• Bachelor's degree in any discipline
• Strong deskside or onsite support experience
• Good experience supporting desktop and laptop PCs, mobile devices, and peripherals
• Good experience supporting video conferencing and meeting room technologies
• Strong troubleshooting and problem-diagnosis skills across hardware and software environments
• Good understanding of incident, request, and ticket management processes
• Experience coordinating with multiple IT teams across local and global environments
• Good knowledge of IT hardware asset management and inventory processes
• Basic networking knowledge including routers, switches, and cabling
• Ability to support AV, unified communications, and conference room systems
• Good communication skills with the ability to support and guide end users
• Flexibility to work outside regular business hours and travel when required