End User Support Specialist

Key responsibilities

• Provide Level 2 deskside support for desktops, laptops, monitors, docking stations, printers, and other IT peripherals.
• Troubleshoot Windows OS, application, hardware, and connectivity issues.
• Perform hardware diagnostics, component replacement, and basic troubleshooting.
• Support user onboarding/offboarding, including workstation setup and IT equipment allocation.
• Install and configure standard software, applications, drivers, and security tools.
• Troubleshoot VPN, Wi-Fi, LAN, and general connectivity issues.
• Support conference room and meeting-room IT equipment where required.
• Handle escalated incidents from the Service Desk and provide timely resolution.
• Maintain accurate incident, request, and asset records in the ITSM/ticketing system.
• Follow ITIL processes, security policies, and standard operating procedures.