Senior Technical Support Engineer

• Provide technical support to internal business users in a professional and friendly manner.
• Troubleshoot and support end users on Laptop and iPad for both software and hardware.
• Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
• Perform profile migrations for Windows PCs and Laptops.
• Manage IT assets and inventories.
• Work on daily ServiceDesk tickets and ensure SLA fulfillment and user satisfaction.
• Participate in infrastructure and systems management across all sites in alignment with global and regional IS teams.

Roles and Responsibilities

• Work on daily helpdesk tickets ensuring SLAs are met and business users are satisfied.
• Follow up with users to ensure issues are resolved.
• Monitor, diagnose and escalate IT problems.
• Provide remote support and troubleshooting.
• Install, configure, troubleshoot and repair PCs and end-user devices.
• Set up user accounts and profiles on the network and manage Windows profile migrations.
• Provide operational support for global and regional IS and infrastructure teams.
• Maintain IT asset inventories.
• Install updates and patches for antivirus, computers, etc.