IT Support Technician

Knowledge/Experience/Qualification:

Must Have:

• User support and Software troubleshooting
• Hardware diagnostics and setup
• Windows, Linux OS, Windows server -16/19
• Troubleshooting Networking Issues
• LAN/WAN, TCP/IP, PCOIP
• VMWare/Hyper-V
• Windows/Azure Active directory
• Endpoint Protection
• ITIL Concepts, SLA
• BMC Remedy, Cherwell
• Troubleshoot LAN, Wi-Fi, and VPN issues, and assist with IP configurations, DNS/DHCP issues, and connectivity problems
• Enforce endpoint protection policies, security compliance and monitor for unauthorized access/suspicious activity
• Respond to and resolve end-user requests (in person, via phone, email, or ticketing systems) 
• Provide training and guidance to users on hardware and software use
• Conduct routine system health checks and maintenance tasks on regular intervals

Technical Skills:

 Description

• Provide Level 2 on-site IT support across client locations
• Configure and deploy Windows and Mac laptops, ensuring compliance and user readiness
• Work on Autopilot provisioning and provisioning package (PPKG) creation for efficient and hands-free Windows deployments
• Troubleshoot MDM issues and support cross-platform environments (Windows/macOS)
• Manage and track IT assets (laptops, peripherals, conference room equipment) to maintain inventory accuracy
• Diagnose & resolve software, hardware, and network-related issues within SLA using ServiceNow
• Check, maintain and ensure that all the systems are running smoothly
• Troubleshoot and solve technical problems, install or update required software and hardware and recommend software for the company to improve productivity
• Update customer data and generate monthly performance and support reports
• Provide advice and training to users in response to identified difficulties
• Setup equipment for employee use, perform or ensure proper installation of cables, operating systems or appropriate software
• Provide basic desktop troubleshooting via phone, remote tools, or face-to-face interaction
• Configure user settings and help the end sure with their computers, software progress and hardware device
• Set up new equipment and upgrade existing systems 
• Conduct hourly security and background checks to safeguard confidential data
• Provide and manage system backups