Job Summary
The IT Deskside / Field Support Lead is responsible for leading the deskside support function by providing technical support to end users, managing a team of support engineers, and ensuring the effective installation, maintenance, troubleshooting, and support of IT hardware, software, and related infrastructure. The role also ensures timely incident resolution, accurate documentation, asset management, and adherence to established service levels.
Key Responsibilities
Technical Support & Troubleshooting
- Diagnose and resolve hardware, software, and basic network connectivity issues.
- Provide technical support for laptops, desktops, printers, iPhones, macOS, Windows operating systems, peripherals, and related end-user devices.
Team Leadership
- Lead, supervise, and manage a team offive (5) IT support resources.
- Coordinate daily support activities to ensure efficient service delivery.
Hardware & Software Deployment
- Install, configure, and deploy computer systems and software applications.
- Ensure proper integration of new systems within the existing IT environment.
Maintenance & Repair
- Perform routine maintenance of IT equipment.
- Identify hardware issues and carry out necessary repairs or replacements to minimize downtime.
End-User Support
- Provide technical assistance, guidance, and user support for hardware and software-related issues.
- Deliver clear instructions to end users to ensure effective use of IT systems and devices.
Documentation
- Maintain accurate documentation of support activities, including incident details, troubleshooting performed, and resolutions provided.
Incident & Ticket Management
- Manage and prioritize support requests through the organization's ticketing system.
- Ensure incidents are updated and resolved within established Service Level Agreements (SLAs).
Issue Escalation
- Identify complex technical issues requiring advanced expertise.
- Escalate infrastructure-related or high-impact incidents to the appropriate higher-level support teams.
IT Asset & Inventory Management
- Maintain accurate records of IT assets, including hardware inventory and software licenses.
Requirements:
- Bachelor's degree in Information Technology (IT) or a related field
- Minimum 10+ years of experience in IT Deskside / Field Support.
- Strong technical troubleshooting and problem-solving skills.
- Good communication skills.
- Experience supporting Windows OS, macOS, laptops, desktops, printers, iPhones, peripherals, and basic network connectivity.
- Experience managing a team of IT support professionals.
Also, You can forward your CV through below link for more upcoming Job vacancies: https://cv-fnrco.com
