About the role
We are seeking a proactive and skilled IT On-Site Support Specialist to deliver exceptional hands-on technical support to our teams. In this role, you will diagnose and resolve end-user incidents, deploy and maintain equipment, manage AV and meeting room tech, and leverage cutting-edge AI and DEX automation tools to ensure seamless daily operations and superior employee service.
Tasks
User Support & Ticket Management: Provide hands-on support for on-site incidents, requests, and enquiries. Accurately record and update tickets in the ITSM tool to ensure full operational traceability.
AI & Automated Workflow Integration: Partner with internal digital agents by executing, validating, and feedback-looping AI-guided actions and DEX (Digital Employee Experience) tools.
Hardware & Workstation Lifecycle: Prepare, configure, deploy, replace, and commission desktop workstations, laptops, peripherals, printers, and docking stations.
AV & Meeting Room Operations: Support and maintain videoconferencing setups, collaborative tools, and room AV equipment. Conduct routine preventative health checks to ensure meeting readiness.
Relocations & Logistics: Oversee physical workstation moves, hardware migrations, inventory tracking, and logistics operations.
Cross-Team Collaboration: Serve as a bridge between end-users, the global Service Desk, and specialized technical teams to escalate and resolve complex issues.
Continuous Improvement: Proactively spot and propose process, infrastructure, and user experience enhancements.
Requirements
Experience: 3 to 5 years of proven experience in IT on-site, desktop, or field support within a corporate environment.
End-User Operations: Strong proficiency in end-user OS (Windows/macOS), mobile devices, remote connectivity (VPN, Wi-Fi), inventory management, and endpoint management tools.
Microsoft Ecosystem: In-depth knowledge of Microsoft 365 applications (Teams, Outlook, SharePoint, and business apps) and modern Workplace environments.
AV & Collaboration: Practical experience configuring and troubleshooting corporate videoconferencing and AV systems.
Problem-Solving & Soft Skills: Strong analytical capabilities focused on first-time resolution, coupled with exceptional communication skills and a service-first mindset.
Tech Adaptability: Ability to work autonomously while using standardized operating procedures and AI-driven automation systems.
Scope of Technology Support
Workstations & Mobility: Laptops, desktops, peripherals, printers, docking stations, and mobile devices.
Productivity & Connectivity: M365 suite, Wi-Fi networks, VPNs, and remote access systems.
Infrastructure & AV: Conference room hardware, display systems, and interactive tools.
Operations & Service Delivery: ITSM platforms, endpoint management systems, automation solutions, DEX tools, and digital support agents.
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