Technical Skills
Proficient in Desktop and laptops installation and support (Windows as well as Apple devices)
Proficient in installation and support of peripherals printers, scanners and quality control gauges
Working knowledge, experience of configuring and basic troubleshooting of servers, storage, cabling, switches, firewalls, WIFI access points
Key Responsibilities
Imaging of new laptop and desktop devices using an agreed Windows10/Windows 11 Build
Wiping and re-imaging of desktops and laptops on receipt of devices from leavers and/or returned devices, where the device has been previously replaced due to a fault or failure
Installation, basic configuration and troubleshooting of Apple devices
Installing device drivers, establishing and troubleshooting connectivity to peripheral devices like printers, scanners and other gauges used by the quality control teams
Working closely with the infrastructure, application and network teams to troubleshoot issues in the site
Execution of remedial actions to disable and remote wipe devices reported as lost, unrecoverable or stolen, on the approval of the client
Ensure that all devices are registered within the Client Endpoint Management solution, ensuring devices are compliant with the Clients endpoint configuration policies
Management and resolution of all incidents and service requests escalated by the ServiceDesk or other resolver groups
Own the resolution of all desktop/laptop related issues that cannot be resolved by the remote desktop support team
Act as the first point of contact for issues raised by the end users, Transfer of Incidents or Service Request to Level 3 support as required to provide resolution, in accordance with the Incident Management process
Networking & Security
Deploy the Initial configuration on firewalls, switches and Wi-Fi access points with assistance from tech teams and handover to the centralized team for advanced configuration