Deskside Support Technician

About the role

The Deskside Support Technician ensures a seamless technology experience for employees by delivering onsite and remote assistance for end‑user devices, workplace technology, and collaboration tools. Working closely with IT teams, the technician resolves incidents quickly while maintaining high customer satisfaction.

Key responsibilities

• Respond to and resolve support requests escalated from the Service Desk.
• Diagnose and troubleshoot hardware and software issues on Windows and macOS platforms.
• Install, configure, image, patch, and upgrade desktop and laptop systems.
• Provide support for Microsoft 365 applications, email, VPN, and other enterprise tools.
• Support mobile devices (iOS/Android), printers, scanners, and peripherals.
• Manage user accounts in Active Directory/Entra and related enterprise systems.
• Document troubleshooting steps and resolutions in ServiceNow or JIRA.
• Participate in hardware asset inventory, deployment, and refresh projects.
• Collaborate with Level 3 or infrastructure teams for unresolved or critical issues.
• Follow IT security policies and ensure endpoint compliance.
• Maintain professional and courteous interactions with all users.

Required profile

• 5–8 years of experience in desktop/technical support.
• Customer‑focused, proactive, and able to work in a fast‑paced environment.
• Onsite work mode, full‑time employee.

Required skills

• Windows operating system
• macOS operating system
• Microsoft 365 suite
• VPN technologies
• Active Directory / Entra
• ServiceNow ticketing
• JIRA ticketing
• Imaging and patching tools
• Hardware troubleshooting
• iOS and Android mobile device support
• Printers, scanners, and peripheral devices