Job Description

• IT end-user support handling L1 and L2 tickets.
• Resolve or escalate tickets in a timely manner.
• Follow up with the respective team on ticket closure.
• Provide support & troubleshoot hardware issues for various endpoints (e.g., Laptop/Desktop/MacBook/iPhone/iPad/Printers).
• Troubleshoot, diagnose, and resolve reported IT issues that include PACS applications, computer installation/re-installation, and software configuration.
• Coordinate with different vendors for any hardware repairs or replacements.
• Manage & maintain all IT Asset inventory, including installation, setup, and configuration of new endpoints.
• Manage & maintain Corporate iPhone & iPad devices inventory (in collaboration with Workplace Services), including configuration, deployment, passcode reset, and enterprise wipe via the Intune MDM Portal.
• Manage & maintain the Virtual Desktops Inventory, including installation and configuration.
• Manage & maintain the IT Storeroom and ensure that all items are accounted for.
• Rotate to other sites and provide the same level of support for end users.
• Provide standby support for important meetings or events held by PACS as required.
• Provide standby support for Month-End activity on the last day of the month and weekends.
• Facilitate and provide standby support in the annual IT Disaster Recovery & Business Continuity Planning exercises.
• Provide standby support and perform network verification if there is a network upgrade after office hours and weekends.
• Ensure that the relevant vulnerability updates and security patches are deployed.
• Ensure that all McAfee components are installed and updated.
• Provide support for the Condeco Room Booking system.
• Manage purchase requests from users for any IT Assets (hardware/software).
• Manage the respective vendors on the purchase and delivery of IT Assets.
• Receive any delivery of purchased IT Assets and register them in the IT Storeroom.

Job Requirement

• Minimum 10 years of experience, with at least 3 years in a Supervisor/Leader role.
• Ability to manage a team of at least 10 staff.
• Strong experience in End-User Computing (EUC) support for enterprise environments.
• Hands-on experience with hardware troubleshooting (Laptops, Desktops, MacBooks, iPhones, iPads, Printers).
• Proficiency in Windows OS, macOS, iOS, and enterprise device management.
• Expertise in IT Asset Management (ITAM), including procurement, setup, and inventory tracking.
• Knowledge of Virtual Desktop Infrastructure (VDI) deployment and maintenance.

Software & Tools:

• Experience with Microsoft Intune (MDM) and SCCM for software deployment & security updates.
• Strong understanding of McAfee security solutions.
• Familiarity with Condeco Room Booking System.
• Experience with IT Service Management (ITSM) tools such as ServiceNow, Jira, or similar.
• Ability to coordinate with vendors for hardware repairs & replacements.
• Strong troubleshooting skills for network connectivity & PACS applications.