DESKSIDE Support Technician

Primary Skills Required:

1. Incident & Request Management

• Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines 
• Manage service requests, including software installations, access requests, and hardware provisioning 
• Perform root cause analysis (RCA) for recurring or complex issues 
• Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.) 

2. End-User Computing Support

• Provide advanced troubleshooting for: 
• • Windows 10/11 operating systems 
  • macOS environments (basic to intermediate support) 
  • Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint) 
• Resolve performance issues, login failures, profile corruption, and system errors 
• Support multi-device environments including laptops, desktops, thin clients, and VDI 
• Asset Management Life Cycle.
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3. Active Directory & Identity Management

• Perform user account administration: 
• • Password resets 
  • Account unlocks 
  • Group membership updates 
  • Basic permissions management 
• Support authentication issues (SSO, MFA, domain login failures) 

4. Endpoint Management & Software Deployment

• Support software installation, upgrades, and patching using tools such as: 
• • Microsoft SCCM / MECM 
  • Microsoft Intune (if applicable) 
• Ensure endpoint compliance with security policies and corporate standards 
• Assist in OS imaging, device provisioning, and reimaging processes 

5. Hardware & Peripheral Support

• Troubleshoot and support: 
• • Desktops, laptops, docking stations 
  • Printers, scanners, barcode devices 
  • Monitors, keyboards, and peripheral devices 
• Coordinate with OEM/vendors for hardware repairs and replacements 
• Manage asset tagging and inventory updates 

6. Network & Connectivity Support

• Diagnose and resolve: 
• • LAN/Wi-Fi connectivity issues 
  • VPN connectivity problems 
  • IP conflicts and DNS-related issues (basic level) 
• Work closely with network teams for escalated connectivity incidents
• Data centre Knowledge required
• Network Devices knowledge Required
• Network Configuration and troublshooting

7. Escalation & Collaboration

• Escalate unresolved or complex issues to L3 infrastructure or application teams 
• Coordinate with security, network, and server teams for cross-functional issues 
• Participate in shift handovers and ensure proper knowledge transfer 

8. Documentation & Reporting

• Maintain accurate logs of incidents, resolutions, and troubleshooting steps 
• Update knowledge base articles for recurring issues 
• Provide daily/weekly status updates on ticket progress and SLA compliance

9. Vendor Management