Onsite Desktop Support Technician
Onsite Support Technician
The Onsite Support Technician is responsible for providing advanced technical support to end-users, addressing escalated issues from the remote service desk, and ensuring that IT systems operate smoothly. This role involves diagnosing and resolving complex technical problems, managing incident escalations, and coordinating with both the remote service Desk and Onsite Service Deliver Team to ensure timely and effective resolution of issues. The Onsite Support Technician plays a critical role in maintaining IT service quality and continuity within the organization.
Typical duties and responsibilities
- Provide advanced troubleshooting and technical support for desktop, network, and software-related issues escalated from the Remote Service Desk.
- Diagnose and resolve hardware and software issues for end-users, ensuring minimal downtime.
- Escalate unresolved issues to the Onsite Service Deliver Team, working with specialized teams to find permanent solutions for complex technical challenges.
- Maintain detailed documentation of support activities, issue resolution processes, and system configurations.
- Assist in the deployment, configuration, and maintenance of IT systems, including desktops, laptops, printers, and other peripherals.
- Monitor system performance and identify areas for improvement, implementing necessary changes to enhance system reliability and user experience.
- Liaise with vendors and third-party service providers for hardware repairs, software updates, and system upgrades.
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