Required Education and Trainings:

Associate Degree in Computer Science, graduate from technical school, and/or equivalent work experience

Preferred Education and Training:

CompTIA A+ certification desirable

Required Skills and Experience:

• 1+ years of experience in enterprise desktop support or data center support experience, providing Tier II technical support in large corporate environments.
• Proven experience delivering Smart Hands support for servers, storage, networking equipment, rack-mounted hardware, and PDUs while working with remote engineering teams.
• Strong background supporting Windows environments, Microsoft 365, mobile devices, video conferencing systems, and enterprise hardware from installation through lifecycle management.
• Experience utilizing ITSM platforms (ServiceNow, Remedy, Jira Service Management, or similar) to manage incidents, asset tracking, CMDB updates, and service requests.
• Demonstrated ability to troubleshoot hardware, operating systems, network connectivity, and peripheral issues independently while maintaining high customer satisfaction.
• Experience supporting executive/VIP users while maintaining professionalism, urgency, and exceptional customer service.
• Proven ability to manage inventory, hardware deployments, asset lifecycle, secure equipment disposal, and mentor junior technicians in fast-paced enterprise environments.

Responsibilities

• Troubleshoot and repair desktops, laptops, tablets, printers, and mobile devices
• Install, configure, and maintain Windows workstations and enterprise hardware
• Provide Smart Hands support for servers, storage, networking equipment, and rack-mounted PDUs under remote engineering guidance
• Support Microsoft 365, Outlook, Windows, and Apple iOS environments
• Respond to IT service requests and document work in the organization's ITSM platform
• Update CMDB and asset management systems
• Perform hardware deployments, upgrades, replacements, and secure equipment disposal
• Maintain inventory of spare equipment and replacement parts
• Support conference room technology and video conferencing equipment
• Provide walk-up IT support when required
• Deliver exceptional customer service, including executive/VIP support
• Mentor junior technicians and recommend process improvements
• Only those lawfully authorized to work in the designated country associated with the position will be considered.
• Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.

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