Job Description

Job Summary:

Responsible for computer hardware, software (location specific or global) and peripherals. Onsite Support is the second point of escalation for the resolution of desktop or laptop related incidents, service requests, and connectivity issues. The Onsite Support Specialist also enforces desktop and laptop policies and procedures.

Essential Responsibilities and Duties:

Provides second-line investigation and diagnosis
Resolves and closes incidents/service requests as per the standard procedures & allocated timelines
Escalates unresolved incidents/service requests within agreed timescales
Logs relevant incident/service request details as per procedures
Communicates with client regarding incident and service request progress
Ensures tickets are always updated until issues are resolved
Performs staging of PCs
Performs IMAC (Install, Move, Add and Change)
Conducts hardware and software maintenance and support
Troubleshoots and resolves PC incidents and/or VIP requests
Coordinates with Service Desk for hardware repair
Creates/maintains SOP documentation
Special events coverage
Local network support and/or assists centralized Network team
Stock Management: Asset update, Asset refresh cycle, Hardware Inventory
Video Conference system support: (Install, Move, Add and Change)
Managed/non-managed/desk Printer support - (Install, Move, Add and Change and Troubleshoot printing issues)
Packing, Shipping and coordination support
Liaise with clients, other customer support groups and 3rd party providers when necessary

Required Skills:

Knowledge of ITSM toll like ServiceNow
Windows OS troubleshooting skills
Hardware Troubleshooting skills for Laptop, Desktop, Printers and related connectives
Understanding of O365, Intune, Entra ID, SCCM and VPN apps
Good interpersonal & English communication skills
On site at Rojana Industrial Estate - Ayuddhaya