About the role

Provide end user onsite IT support with a high standard of customer service, ensuring issues are responded to, diagnosed, and resolved in a timely, professional, and efficient manner. Handle Incident and Request management in line with ITIL practices, including accurate logging, categorization, prioritization, initial diagnosis, escalation, and closure within agreed SLAs.

Key responsibilities

• Support, install, upgrade, and troubleshoot end user computing environments, including Windows and macOS operating systems and standard productivity and business applications (e.g. Microsoft Office 365, Adobe, and other authorized software)

• Support and troubleshoot corporate endpoint and mobility environments, including Apple and Android mobile devices and first level troubleshooting of Apple Business Manager (ABM), Intune / MDM enrollment, compliance, and configuration issues

• Provide onsite "smart hands and eyes" support to infrastructure teams, including basic coordination and physical assistance for servers, storage, network, cabling, voice, and related equipment

• Perform hardware support and break fix activities, including laptops, desktops, printers, and authorized peripherals, and basic preventative maintenance and hardware replacements

• Manage end user device lifecycle activities, including asset receiving, deployment, user migration, replacement, and end of life handling, and maintaining accurate asset records and supporting asset compliance activities

• Provide Level 2 remote support across the region when required, and coordinate with regional teams to ensure service continuity

• Coordinate with third party vendors and suppliers for external repairs, replacements, and follow up support, ensuring issues are tracked and resolved appropriately

• Monitor and manage assigned ticket queues actively, ensuring service quality, data accuracy, and adherence to Service Level Agreements

• Support documentation and knowledge upkeep, contributing to improved service consistency and operational transparency

• Occasional travel to neighboring cities may be required to support regional onsite activities or deployments

About you

• Diploma or Degree in Information Technology, Information Systems, or a related discipline (or equivalent practical experience)

• Minimum 2 years of experience in end user / onsite IT support

• Strong working knowledge of Microsoft Windows operating systems and Office / Microsoft 365 productivity suite

• Strong working knowledge of macOS operating systems and standard business applications

• Basic understanding of IT infrastructure concepts (networking, VPN, servers), sufficient to isolate and escalate end user issues appropriately

• Familiarity with ITIL concepts and service management workflows

• Customer focused mindset with strong communication and interpersonal skills

• Process oriented, well organized, and detail conscious

• Ability to operate effectively in a fast paced, service driven environment

• Good multitasking and prioritization skills