SENIOR SPECIALIST

About the position

The Senior Specialist role focuses on providing technical support and troubleshooting for hardware and software issues within the organization. The position requires strong customer service skills and the ability to work independently to resolve technical problems efficiently. Key responsibilities include hardware installation, user equipment management, and maintaining inventory records, all while ensuring a positive customer experience.

Responsibilities

• Contact and troubleshoot directly with users to resolve various software and hardware issues.
• Install and deliver hardware such as new computers, monitors, and accessories.
• Maintain the loaner laptop pool by cleaning, wiping, and reimaging devices.
• Assist with user equipment moves within the office, including disconnecting, relocating, and reconnecting equipment.
• Facilitate user transfers between offices, assisting with data copy, backups, and equipment transfer processes.
• Stage and image computers, including unboxing and setup in the staging area.
• Maintain equipment records in inventory and stock management systems.
• Manage hardware inventory and keep hardware databases updated.
• Deploy Windows OS system images using SCCM and perform quality checks.
• Clean and repair machines, including changing laptop batteries and replacing RAM.
• Troubleshoot boot issues such as blue screens and BIOS settings.
• Move laptops and desktops/workstations around the building as directed by the Team Lead.
• Provide support for on-call escalations and conduct root cause analysis of issues.
• Independently resolve tickets within agreed SLA for volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Work on value-adding activities such as knowledge base updates and training new analysts.
• Ensure positive customer experience and CSAT through First Call Resolution.

Requirements

• Bachelor's degree in Engineering (B.E) or Technology (B-Tech).
• 2.5 to 5 years of experience in desktop support or related field.
• Strong understanding of Windows 10 and Office 365 applications.
• Experience with ITSM ticket systems and hardware/software troubleshooting.
• Familiarity with tools such as ServiceNow, Active Directory, and Software Center.

Nice-to-haves

• Experience with SCCM for system image deployment.
• Knowledge of asset management systems.
• Ability to coach and train junior analysts.

Benefits

• Health insurance coverage.
• Paid holidays and vacation time.
• Professional development opportunities.