Onsite IT Support Technician

As an Onsite IT Support Technician, you will be responsible for providing technical assistance and support to end-users within the organization. Your primary focus will be on-site troubleshooting, problem resolution, and ensuring the smooth operation of computer systems, software, and hardware. You will play a crucial role in maintaining a productive and efficient IT environment for all employees.

Key Responsibilities:

1. End-User Support:

• Respond promptly to user inquiries, and provide technical support either in person, over the phone, or via remote assistance.

• Diagnose and resolve hardware, software, and network issues.

• Install, configure, and upgrade computer components and software applications.

• Provide IT support and resolve problems through assigned incident or request tickets in accordance with established SLA.

1. Hardware Maintenance:

• Conduct on-site troubleshooting and repairs of computer equipment, printers, and other peripheral devices.

• Perform routine hardware maintenance, such as cleaning, upgrades, and component replacement.

1. Software Support:

• Install, configure, and update software applications on user devices.

• Troubleshoot and resolve issues related to operating systems and software applications.

• Collaborate with the IT team to deploy software updates and patches.

1. Network Support:

• Assist in the setup and configuration of network devices, such as routers, switches, and access points.

• Troubleshoot network connectivity issues and assist in resolving network-related problems.

• Provide minimal hands and eyes support to Global infrastructure teams for network, server, hardware upgrades or projects at site.

1. Security:

• Implement and enforce security measures to protect systems and data.

• Educate end-users on best practices for security and data protection.

1. Documentation:

• Maintain accurate records of hardware and software inventory.

• Document solutions to common issues for knowledge sharing.

• Preparation and submission of activity reports

1. User Training:

• Conduct training sessions for end-users on basic IT procedures and best practices.

• Provide guidance to users on utilizing IT resources effectively.

• Assist with onboarding of new joiners. Manage PC setup and deployment for new employees using standard hardware, images, and software.

1. Collaboration:

• Collaborate with the IT team to escalate and resolve complex issues.

• Communicate effectively with end-users, understanding their needs and providing timely solutions.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Proven experience in providing onsite IT support, troubleshooting, and issue resolution for end-users (6 months-1 year).
• Strong knowledge of computer hardware, operating systems (Windows, macOS, Linux), and commonly used software applications (MS Office, collaboration tools, etc.).
• Hands-on experience with installation, configuration, and maintenance of desktops, laptops, printers, and other peripherals.
• Familiarity with networking concepts (LAN/WAN, TCP/IP, DHCP, DNS, VPN) and basic network troubleshooting.
• Experience in ticketing systems and adherence to Service Level Agreements (SLAs).
• Knowledge of IT security best practices, including data protection and endpoint security.
• Strong documentation and reporting skills, with the ability to create user guides or knowledge base articles.
• Excellent communication and interpersonal skills to provide clear guidance to non-technical users.
• Ability to conduct end-user training and support onboarding of new employees.
• Strong problem-solving skills, with the ability to work independently and collaboratively in a team environment.
• Amenable to work Onsite and Nightshift
• Open to project based employment (6 months)
• On call/Remote support on weekends as per need basis.