SME - Desk Side Services, AMT Asset Management Software

Job Summary

The Desk Side Support Lead provides on-site technical assistance to the team and handles issues escalated from the Field Services. This role involves the hands and feet support for the desk side and Network. The ideal candidate will excel in customer service, problem-solving, and collaborating with IT teams to deliver seamless support.

Key Responsibilities

**Key Responsibilities:**\r\n- **Technical Support:**\r\n• Diagnose and resolve hardware issues (desktops, laptops, printers, peripherals).\r\n• Configure and deploy workstations for new hires, including imaging and data migration.\r\n• Hands and feet support for network and server team.\r\n• Hands and Eyes Support\r\n• Break Fix\r\n• IMACD (Install, Move, Add, Change, and Disposal)\r\n• Desk Side Support\r\n• Dispatch Site\r\n• Network Infrastructure Support Amended to add “– as a Hands and Eyes Support Model\r\n• Server Infrastructure Support – as a Hands and Eyes Support Model\r\n• AV Support – as a Hands and Eyes Support Model\r\n• • Maintain documentation on hardware, configuration, and key user processes in\r\n• collaboration with other support teams\r\n• • Participate in check-ins with the remote service delivery team Perform user account\r\n• • Support standard software platforms, including Windows, Office 365 (Outlook, Teams,\r\n• OneDrive), and VPN access\r\n• • Escalate issues to remote teams as needed and track resolution progress\r\n• • Image, deploy, and troubleshoot desktops and laptops\r\n• • Maintain hardware inventory and prepare loaner/spare devices\r\n• • install and configure printers, basic software, and peripheral equipment\r\n• Coordinate warranty returns or hardware replacements as needed\r\n- Asset Management: \r\n- Track and manage IT inventory (hardware, software licenses, peripherals).

Skill Requirements

**Technical Skills:** \r\n- Proficiency in Windows/macOS, hardware repair, and basic networking (TCP/IP, DNS). \r\n- Experience with remote support tools (e.g., SCCM, TeamViewer).\r\n- **Soft Skills:** \r\n- Strong communication, patience, and customer service orientation. \r\n- Ability to prioritize tasks in a fast-paced environment.\r\n

Other Requirements

NA