Level 2 Deskside Support Technician Shiftwork

Responsibilities

• End-User Support & Technical Operations
• Provide primary desktop support for Windows operating systems, Microsoft Office applications, mobile devices, and endpoint management solutions.
• Support users across the primary site and designated cluster support locations.
• Collaborate with Infrastructure, Video Conferencing, Networking, and Level 3 Application Support teams to resolve complex technical issues.
• Perform technical troubleshooting, root cause analysis, data gathering, and gap analysis for issues affecting end users globally.
• Monitor network performance and availability, troubleshoot connectivity issues, and escalate complex incidents to higher-level engineering teams when required.
• Provide hands-on support for network-related issues requiring physical intervention.
• Install, configure, and maintain network equipment including routers, switches, cabling, and related infrastructure.
• Process & Documentation
• Ensure consistent adherence to enterprise-wide IT processes, procedures, and technology standards.
• Follow direction and guidance provided by Application and System Services team leads and managers.
• Document recurring issues and resolutions within the Client Knowledge Base.
• Develop and maintain Standard Operating Procedures (SOPs).
• Maintain detailed and accurate case documentation within the Client IT Service Management (ITSM) system.
• Adhere to established critical incident management processes.
• Asset & Inventory Management
• Establish and maintain inventory management processes and procedures.
• Receive, record, and track hardware assets within the asset management system.
• Perform device staging activities including:Hardware assembly and configurationOperating system imaging and deploymentAsset tagging and inventory updatesEquipment packaging and preparation for shipment
• Pick, prepare, and organize outgoing equipment orders.
• Maintain stockroom organization, cleanliness, and inventory accuracy.
• Partner with Operations and Purchasing teams to maintain appropriate inventory levels.
• Coordinate with Field Services and Project teams to ensure proper equipment allocation for work orders.
• Maintain inventory controls for tools and equipment.
• Generate asset inventory and lifecycle reports using Excel and other reporting tools.
• Collect and analyze asset lifecycle data to evaluate value, cost, risk, and utilization.
• Additional Responsibilities
• Participate in project-related activities and infrastructure deployments.
• Support after-hours, overtime, and critical project activities when required.
• Demonstrate flexibility in adapting to changing priorities while delivering high-quality results within established timelines.
• Required Qualifications
• Bachelor's Degree in Information Technology, Computer Science, or a related discipline preferred.
• Minimum 4-5 years of hands-on experience in desktop support, endpoint management, and infrastructure support environments.
• Preferred Certifications
• Microsoft Certified Professional (MCP)
• Microsoft Certified Technology Specialist (MCTS)
• ITIL v3 or ITIL 4 Foundation Certification
• Technical Skills & Experience
• Candidates should demonstrate proficiency in the following technologies:
• Operating Systems & Endpoints
• Windows 10/11 advanced troubleshooting
• Windows Registry management and troubleshooting
• Desktop imaging and deployment solutions
• Mobile Device Management (MDM) platforms
• iOS and mobile application support
• Microsoft Technologies
• Microsoft Office Suite (Office 2010/2016/365) advanced troubleshooting
• Microsoft 365 administration and support
• Microsoft Intune administration and support
• Azure Multi-Factor Authentication (MFA) troubleshooting
• Active Directory administration
• Hardware & Networking
• Advanced hardware diagnostics and troubleshooting
• Ability to distinguish and resolve hardware versus software issues
• General networking concepts and troubleshooting
• Basic network infrastructure support (switches, routers, cabling, connectivity)
• Additional Skills
• Multifunction Device (MFD) support
• Strong customer service and end-user support skills
• Excellent analytical and problem-solving abilities
• Teamwork & Interpersonal Skills
• Ability to influence and collaborate effectively with geographically dispersed teams.
• Demonstrated success in building partnerships and driving alignment across multiple stakeholders.
• Strong facilitation, communication, and relationship management skills.
• Collaborative approach with the ability to work

Additional Information

Deskside Support Technician Position Overview We are seeking an experienced Deskside Support Technician to join the Desktop Support team. This role is responsible for partnering with IT Engineering teams, Level 2 Service Desk teams, and business stakeholders to provide support for desktop technologies, core infrastructure services, and the standard operating environment. The position also includes responsibility for hardware asset management, inventory control, and onsite technical support.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at CORNERSTONE GLOBAL PARTNERS PTE. LTD.? Share your experience