- Adhering to SLAs
- Minimum 5yrs hands-on experience as deskside / Onsite support / local IT engineer
- ITIL Processes awareness and adhering to Reporting to the Track Lead / Team Lead
- Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems
- Troubleshooting technical issues
- Ensuring that the processes are adhered to
- Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN, and Backup Setup, and troubleshooting printer / faxes / copiers / RF guns or phone equipment in offices.
- Tracking work tickets on ITIL-based ticketing systems like Service Now & Remedy
- Troubleshooting network connectivity issues and diagnosing and solving hardware / software issues.
- Performs repairs on computers, laptops, printers, and any other authorized peripheral equipment
- Improves and maintains customer and employee satisfaction
- Performing asset inventory activities as needed
- Create documentation for processes and procedures
- Break-fix, troubleshoot, and resolve software issues; Reimaging computers / hard drives
- Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.
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