Deskside Support

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