Sr Technical Lead (Support & Operations)

Role and operating context

End-user support and device lifecycle

• Resolve onsite incidents and service requests requiring physical intervention, including hardware, software, network, mobility, account, access, and Microsoft 365 issues.
• Support endpoints, peripherals, iOS and Android devices, corporate mobility services, printers, scanners, and multifunction devices.
• Build, image, configure, deploy, maintain, patch, refresh, replace, and retire devices; support onboarding, relocation, and offboarding.
• Perform floor walks, device health inspections, endpoint optimization, proactive monitoring, and scheduled preventive maintenance.
• Maintain asset inventory and CMDB records, track asset movements, and conduct audits and reconciliations.

Collaboration, executive, and service operations

• Check readiness and troubleshoot AV/VC systems in boardrooms, conference rooms, training facilities, and town hall events.
• Support Microsoft Teams Rooms, executive meetings, critical business events, and VVIP users with high-priority response and proactive issue prevention.
• Run walk-in technology support, perform diagnostics and device swaps, and provide user guidance.
• Manage tickets, requests, work orders, escalations, service reviews, and performance reports in ITSM platforms.
• Maintain ticket quality, user communications, documentation, asset associations, SLA adherence, and applicable incident, request, problem, and change processes.
• Support Avaya, SIP/VoIP, desk phones, soft phones, and conference phones, including provisioning, troubleshooting, and MACD work.

Infrastructure hands-and-feet support

• Assist server, network, security, storage, backup, data center, and unified communications teams when onsite work is required.
• Perform instructed cable patching and tracing, device reboot and power cycling, hardware installation and removal, rack-and-stack, physical checks, labeling, and inventory verification.
• Support planned changes, maintenance windows, infrastructure upgrades, and major incidents at offices, communication rooms, and server rooms.
• Participate in incident bridge calls, complete assigned onsite actions, and serve as a local escalation contact during critical incidents.

Technical skills

• Operating systems and EUC: Windows 10/11, VDI, thin clients, desktop and laptop support, endpoint management, and device lifecycle management.
• Microsoft technologies: Microsoft 365, Outlook, Teams, OneDrive, Active Directory, and Office applications.
• Networking and mobility: LAN/WAN, TCP/IP, Wi-Fi troubleshooting, VPN, iOS, Android, and MDM.
• Monitoring and service management: Nexthink DEX, endpoint monitoring, ServiceNow or equivalent ITSM, CMDB, and asset lifecycle management.
• Collaboration and telephony: Microsoft Teams Rooms, video conferencing, unified collaboration, Avaya, and SIP/VoIP.

Experience and qualifications

• Diploma or bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• 3–8 years of deskside or EUC support experience, including large global enterprise environments and 24x7 support models.
• Experience supporting executive and VVIP users and working with ITSM, CMDB, asset management, mobility, and AV/VC solutions.
• Smart Hands / Hands-and-Feet support for infrastructure tower teams is highly desirable.
• Preferred certifications: ITIL Foundation, Microsoft Certified Professional, or Helix/ServiceNow Fundamentals.

Service and behavioural expectations

• Maintain accurate ticket categorization, prioritization, troubleshooting records, user updates, resolution notes, and asset/CI associations.
• Meet SLA and user-confirmation requirements, support first-time fixes, and help reduce reopened tickets and repeat incidents.
• Demonstrate customer service, communication, ownership, problem-solving, stakeholder management, attention to detail, collaboration, and calm performance under pressure.