L2 IT Onsite Support

<p>Duties:</p> <ul> <li>Provide second-line investigation and diagnosis.</li> <li>Resolve and close incidents/service requests according to help desk procedures & allocated timelines.</li> <li>Escalate unresolved incidents/service requests within agreed timeframes.</li> <li>Ensure tickets are updated constantly until issues are resolved.</li> <li>Perform PC assembly, IMAC (Install, Move, Add, and Change).</li> <li>Carry out hardware and software maintenance and support.</li> <li>Troubleshoot and resolve PC incidents or VIP requests.</li> <li>Provide local network support or assist centralised Network team.</li> </ul> <p><br>Requirements:</p> <ul> <li>Proven work experience as an IT Support Engineer or similar role.</li> <li>Proficiency in repairing and troubleshooting PC-related hardware, software, and network issues.</li> <li>Capability to build software images for laptops and desktops.</li> <li>Strong communication skills to handle calls from colleagues and customers, offering technical assistance via phone or email.</li> <li>Experience in conducting remote troubleshooting using diagnostic methods and pertinent inquiries.</li> <li>Awareness of documenting the implementation of Helpdesk requests/issues through the company's ticketing system.</li> <li>Technical coaching and mentoring skills to support other help-desk staff members.</li> <li>Knowledge of desktop configuration management and maintaining accurate inventory for all IT equipment.</li> </ul>