Job Description
Technical Skills Strong hands-on experience with laptop/desktop hardware support Experience in device imaging, OS installation, and laptop preparation Ability to perform onsite hardware part replacement Basic knowledge of: LAN/WAN concepts Wi-Fi troubleshooting Network ports, patch panels, switches (L1 awareness) Familiarity with ITSM tools (ServiceNow or similar) 2–5 years of experience in EUC / Desktop / Onsite IT Support Exposure to endpoint security tools and device compliance checks Experience working with vendors for warranty and part replacement Basic understanding of Active Directory / device policies Soft Skills Good communication and customer-facing skills Ability to work independently during onsite support Strong problem-solving and troubleshooting mindset Willingness to support during business-critical situations Key Responsibilities: End User Device Support Prepare, configure, image, and deploy laptops/desktops as per standard build and security baseline Perform OS installation, software setup, and device provisioning (new joiners, replacements, refresh) Troubleshoot and resolve desktop/laptop hardware and software issues within defined SLAs Coordinate with Service Desk and other IT teams for incident and service request Onsite Hardware & Break-Fix Support Provide onsite assistance for hardware issues including replacement of parts such as: · Hard disks / SSDs · RAM · Batteries · Keyboards, screens, adapters, docking stations, peripherals Perform warranty coordination and vendor follow-up where required Maintain proper documentation and update tickets/assets post replacement Basic Network & Peripheral Support Provide basic understanding and onsite assistance for network-related issues: LAN connectivity issues Wi-Fi connectivity troubleshooting Patch cord replacement and port identification Assist with basic troubleshooting of network devices (switch connectivity, access points) in coordination with network teams Support printers, scanners, and other office IT peripherals Asset & Compliance Support Assist in asset handover, collection, tagging, and lifecycle tracking Support asset decommissioning, formatting, and compliance activities Ensure adherence to IT security and audit requirements during device handling