IT Suppot engineer_EUC L2

Hardware break-fix service:

• Create and track support cases with the manufacturer for faulty computers and components
• Configuration and management of Company Mobile Phones
• Assist with hardware changes and coordinate with other technical employees in server rooms (Smart Hands process)
• Activate, configure and troubleshoot Teams Phone and meeting rooms
• Work with Third Party Vendors to remediate complex AV issues as needed
• Replace expired or faulty devices
• Configure, set up and troubleshoot printers and print servers

Software Support for:

• Perform manual software installations & upgrades
• Image Management and Configuration support (SCCM & Intune)
• Update and maintain Asset Management system
• Support on Patch management
• Support for Windows updates

ITSM:

• Provide first/second level contact and problem resolution for customer issues
• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Troubleshoot technical issues and coordinate solutions

User Management:

• Provide support for access management issues
• End User Trainings
• VIP Support for dedicated named people

Network & Connectivity:

• Troubleshooting network issues by executing tests like ping/telnet commands
• Perform a physical check of network port for wired connection
• Perform a physical check of access points for Wireless Connection
• Support and Troubleshoot VPN connection issues