Deskside Support Technician

JOB OVERVIEW

KEY RESPONSIBILITIES

• Managing incidents and requests, ensuring timely resolution of high-priority and time-sensitive requests
• Using ConnectWise Manage (CWM) to manage, document, and update all assigned service tickets, including accurately logging mileage and field time
• Maintaining documentation, including accurate logs of technical activities, hardware changes, and client interactions
• Communication with clients regularly, including coordinating service calls, installations, and preventive maintenance
• Offer both onsite and remote support for computer hardware, software applications, incident troubleshooting, and configuration to an assigned group of client companies
• Deliver responsive, professional on-site support for desktops, laptops, peripherals, network connectivity, and basic server functions, including assisting clients in real time with requests raised through the Service Desk
• Maintain clear and timely communication with Service Desk staff, keeping them informed of any planned site visits during normal business hours, including the expected time of return
• Be available to work outside of normal business hours, including weekends, when situations or business needs arise and urgent client site work is required
• Collaborate with Hardware Analysts and the Provisioning Team Lead, as needed, to deploy, configure, and retrieve hardware
• Maintain asset tracking records and documentation for hardware deliveries and returns, and track IT tools, hardware inventory, and consumables
• Participate in IT Services as assigned (e.g., backups/restoration, thread prevention, etc.)
• Submit regular performance and incident reports
• Attend mandatory weekly/monthly team meetings and contribute to team discussions and service improvement initiative
• Follow internal policies, data protection protocols, and industry-standard safety procedures
• Maintain a professional appearance by wearing company-branded attire during all client visits
• Additional responsibilities as assigned.

EDUCATION & EXPERIENCE

KNOWLEDGE, SKILLS & ABILITIES

• Technical Support and Troubleshooting skills
• Analytical skills with the ability to solve complex issues
• Excellent customer support and customer service skills
• Strong interpersonal skills with a client-focused mindset
• Ability to work well in a team
• Strong ability to prioritize tasks and meet deadlines
• Strong attention to detail and accuracy
• Proactive , results-driven approach to problem-solving in the field
• Professional verbal and written communication skills
• Must possess a valid driver’s licence and be willing to travel regularly to client locations
• Experience in a fast-paced environment with multitasking responsibilities

WORKING CONDITIONS