Key responsibilities:
- Deployment phase (office build-out / rollout)
- Device deployment and desk setup (laptops, monitors, peripherals).
- Provide rack & stack, cabling, and patching support.
- Perform asset tagging, inventory validation, and deployment reporting.
- Coordinate with network and project teams during deployment activities.
- Provide Day-1 go-live support and hypercare for end users.
- BAU phase (L2 deskside support)
- Provide L2 deskside support for Windows, macOS, and iOS endpoints.
- Support Microsoft 365 applications (Outlook, Teams, SharePoint) and related end-user services.
- Manage incidents and requests via ServiceNow; own end-to-end ticket lifecycle and SLA compliance.
- Provide VIP / executive support and handle escalations with clear communication.
- Perform device provisioning, imaging/enrollment (Intune/SCCM/Autopilot), and lifecycle management.
- Maintain asset records, documentation, and reporting to support audits and operational readiness.
Required skills & experience:
- 3–6 years’ experience in IT support (deskside/L2 preferred) in an enterprise environment.
- Operating systems: Windows 10/11 and macOS support experience.
- Microsoft 365: Outlook, Teams, SharePoint (user support and troubleshooting).
- Endpoint management: Intune / SCCM / Autopilot (provisioning, enrollment, compliance basics).
- Identity & access: Active Directory and Okta (account/group basics, device access troubleshooting).
- Networking fundamentals: basic troubleshooting for LAN/WiFi/VPN.
- ITSM tooling: ServiceNow incident/request handling; strong ticket hygiene and SLA mindset.
- Deployment experience (must-have): hands-on office IT setup/rollout and large-scale device deployment (1000+ users preferred).
- Experience supporting VIP / executive users; strong communication, documentation, and reporting discipline.
Nice-to-have:
- Hands-on rack & stack / patching experience.
- Experience in global / multinational environment.
- Ability to work in a fast-paced deployment environment and adapt to shifting priorities.
- Experience with iOS support and/or mobile device troubleshooting in enterprise environments.
Deliverables & KPIs (example):
- Deployment readiness: devices built, tagged, and handed over as per rollout plan; Day-1 issues triaged within agreed timelines.
- Ticket SLA: ≥ 95% of incidents/requests handled within SLA (ServiceNow).
- Quality: strong documentation and accurate asset records/CMDB updates to support audits and reporting.
- VIP support: timely communication and resolution for executive users and priority incidents.
Behavioural competencies:
- Strong communication skills and confidence working in a user-facing deskside role.
- Ability to operate effectively in a fast-paced deployment environment.
- Demonstrated experience supporting VIP / executive users with professionalism and discretion.
- Strong ownership, ticket discipline, and documentation / reporting rigor.
Other:
- Working model: 24x5 shift coverage (3-shift model).
