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The position involves providing VIP support and utilizing soft skills to effectively handle user inquiries. The role requires the installation, configuration, and troubleshooting of desktop and laptop hardware, mobile devices, and associated peripherals, along with related software. Adherence to Information and Data Security compliance is crucial. The candidate will perform onsite updates, configuration changes, software installations, and security patches, while also meeting PC refresh targets and building operating systems for new joiners. The role demands a commitment to achieving 100% SLA for incidents and service requests, managing and protecting customers' physical IT assets, and providing technical support during special events such as conferences. Additionally, the candidate will offer onsite technical assistance to authorized users and support Teams meeting rooms. Excellent troubleshooting skills on desktops, laptops, Windows operating systems, and hardware issues are essential. Familiarity with Dell hardware, basic hardware understanding (including servers, network devices, firewalls, and cabling), and basic troubleshooting of network issues are also required. The candidate must possess excellent listening skills and the ability to communicate effectively in English. Travel to nearby customer locations may be necessary, and coordination with offshore teams and third-party vendors for break-fix issues is expected. Flexibility to work on-call support for critical issues during weekends or after business hours is required. Participation in weekly, monthly, and customer meetings to provide activity reports is also part of the role. The candidate should be interested in working in a brewery (production) environment while using personal protection equipment (PPE).
