Job Summary
The Support Specialist is responsible for providing advanced technical support, hardware life cycle management, and on site IT service delivery across regional locations. This hybrid role combines Level 1.5 (remote desktop support), Level 2 technical troubleshooting, field service operations, and end-to-end hardware asset management. The specialist ensures that IT infrastructure and devices ore deployed, maintained, and retired efficiently, supporting global standards while delivering exceptional end-user experiences.
Key Responsibilities
- Remote Desktop Support (Level 1.5)
- Provide remote assistance to end users via tools such as Microsoft Endpoint Manager, Intune, TeamViewer, or similar remote desktop platforms.
- Troubleshoot and resolve software issues, configuration errors, and account problems that do not require onsite intervention.
- Support incident triage, initial diagnostics, and ticket routing for efficient resolution by Level 2 or specialized teams.
- Guide users through self-help and knowledge-base resources to resolve common issues.
- Ensure accurate documentation of all remote support activities and maintain a high first-contact resolution rote.
- Technical & Onsite Support (Level 2)
- Provide onsite and remote Level 2 technical support for hardware, software, and network-related issues.
- Diagnose and resolve incidents involving desktops, laptops,mobile
devices, printers,and peripherals.
- Perform system installations, imaging,configurations, and upgradesfor
end-user equipment.
- Collaborate with global IT teams to escalate and resolve complex issues.
- Maintain and update local documentation, FAOs, and technical guides.
- Hardware Asset Management HAM)
- Manage the full life cycleof IT hardware a ssets from procurement to
deployment,maintenance,and retirement.
- Conduct physical inventory checks, reconciliation, and audits to maintain
data accuracy.
- Generate and analyze reports on hardware usage, refresh cycles, and
compliance.
- Field Services Operations (FSO)
- Serve as the primary point of contact for onsite IT support across the assigned region.
- Coordinate with vendors and logistics providers for device deliveries,
repairs, and returns.
- Ensure consistent implementation of global IT and security standards at all regional sites.
