Sr. Associate Onsite Tech Support

Description

Summary: Seeking a skilled, customer-oriented Onsite Tech Support Senior Associate for Level 2/3 technical support, troubleshooting, and IT infrastructure improvement. Highlights: 1. Provide on-site and remote Level 2/3 technical support 2. Support critical users and contribute to IT infrastructure stability 3. Participate in IT deployments, migrations, and process improvements We are seeking a skilled and customer\-oriented Onsite Tech Support Senior Associate to provide Level 2 and Level 3 technical support in both on\-site (field) and remote environments. This role is responsible for troubleshooting hardware, software, and connectivity issues, supporting critical users, and contributing to IT infrastructure stability and improvement initiatives. The ideal candidate is hands\-on, proactive, and experienced in enterprise environments, with strong problem\-solving and communication skills. **Technical Support** * Provide on\-site (field) and remote technical support for hardware, software, and connectivity issues. * Resolve Level 2 and Level 3 incidents, including performing root cause analysis. * Deliver white\-glove support to VIP users and critical workstations. **Hardware \& Software Administration** * Install, configure, and maintain PCs, laptops, printers, and other peripherals. * Support and maintain Windows and macOS operating systems. * Install and troubleshoot corporate tools and business applications. * Infrastructure \& Network Support * Provide basic support for LAN, WAN, and Wi\-Fi networks. * Troubleshoot and support network devices such as switches and access points. **Incident \& Service Management** * Manage, track, and document incidents and service requests using ServiceNow. * Ensure adherence to SLAs and internal IT processes. **Projects \& Continuous Improvement** * Participate in IT deployments, system migrations, and hardware refresh initiatives. * Assist in implementing process improvements and best practices. **Documentation \& Knowledge Sharing** * Document technical procedures, resolutions, and create troubleshooting guides. * Maintain accurate and updated technical documentation. **Collaboration** * Coordinate with external vendors and internal IT teams (infrastructure, security, and applications) to resolve complex issues. **Education*** Degree or technical certification in Systems, IT, or related fields. * **3\+ years of experience** in IT support, preferably in corporate environments. * Proven experience in **on\-site / field support** roles. **Skills*** English fluency level B2\+ or above is required. * Operating Systems: Windows 10/11, macOS. * Microsoft 365 suite. * Networking fundamentals: TCP/IP, DHCP, DNS, basic VPN. * Corporate hardware (Dell, HP, Lenovo or similar). * Service Now / ticketing tools. * Information security basics (antivirus, encryption, backups).