L2 IT Onsite Support

Duties:

• Provide second-line investigation and diagnosis.
• Resolve and close incidents/service requests according to help desk procedures & allocated timelines.
• Escalate unresolved incidents/service requests within agreed timeframes.
• Ensure tickets are updated constantly until issues are resolved.
• Perform PC assembly, IMAC (Install, Move, Add, and Change).
• Carry out hardware and software maintenance and support.
• Troubleshoot and resolve PC incidents or VIP requests.
• Provide local network support or assist centralised Network team.

• Proven work experience as an IT Support Engineer or similar role.
• Proficiency in repairing and troubleshooting PC-related hardware, software, and network issues.
• Capability to build software images for laptops and desktops.
• Strong communication skills to handle calls from colleagues and customers, offering technical assistance via phone or email.
• Experience in conducting remote troubleshooting using diagnostic methods and pertinent inquiries.
• Awareness of documenting the implementation of Helpdesk requests/issues through the company's ticketing system.
• Technical coaching and mentoring skills to support other help-desk staff members.
• Knowledge of desktop configuration management and maintaining accurate inventory for all IT equipment.