Job Description

Here's how you'll contribute:

Key responsibilities will be:

• Assist and support front-line operation support teams in solving advanced technical issues with guidance and coaching.
• Be the liaison with Engineering teams collaborating for resolution of complex desktop problems, communicate technical information and implementation of corrective and innovative solutions to front-line operations support teams.
• Provide break-fix support for Lab IT workstations and associated peripherals
• Execute IMAC (Install, Move, Add, Change) activities for lab IT assets
• Ensure timely resolution of incidents in line with defined SLAs
• Deliver hands-and-feet support for remote network, server, and infrastructure teams
• Support end-to-end asset lifecycle activities, including provisioning, tracking, movement, and decommissioning
• Resolve escalated cases and advanced technical scenarios related to Endpoint Management Software, Applications, Microsoft products, and hardware and peripherals.
• Work with front-line operation teams in implementing of new endpoint initiatives, providing associated training and Knowledge Articles as required for end-user support global teams.
• Software and Application deployments, including targeting & packaging, patching & updates, inventory control, and security baselining.
• Support automated management process for employee endpoints, providing them a seamless and efficient end-user experience to enable productivity.
• Monitor and analyze gaps building processes to rationalize, troubleshoot and escalate technical problems with endpoint management clients, client inventory, application deployments and security patching.