Deskside Services Technician

Job Title: Deskside Services Technician

💼 Experience: 3+ Years

🕒 Employment Type: Contract

About the Role

We are looking for a customer-focused Deskside Services Technician to provide onsite and remote IT support for end users across desktop, laptop, mobile, and peripheral technologies. The ideal candidate will have strong troubleshooting skills, excellent customer service capabilities, and hands-on experience supporting enterprise IT environments.

Key Responsibilities

✅ Provide onsite and remote technical support for desktops, laptops, printers, mobile devices, and related IT equipment.

✅ Manage end-to-end ownership of incidents and service requests using ITSM tools such as:

• ServiceNow
• Remedy
• HP Service Manager
• Peregrine Service Center

✅ Diagnose and resolve hardware, software, operating system, and application issues.

✅ Deliver "Smart Hands" support for:

• Network devices
• Servers
• Telecom equipment
• Video conferencing systems

✅ Support VIP users and senior management with high-priority technical issues.

✅ Assist with hardware and software asset inventory management, including device deployment and disposal activities.

✅ Coordinate onsite activities with offsite technical teams and vendors.

✅ Conduct user orientation and training on hardware and software usage.

✅ Support PBX installation, configuration, and troubleshooting activities.

Required Technical Skills

Operating Systems

• Windows 11
• Windows 10
• Windows 7
• Windows XP
• macOS (Basic Support)
• iOS Devices

Microsoft Technologies

• Microsoft Office Suite (Outlook, Word, Excel)
• Microsoft Windows Installation & Troubleshooting
• Active Directory (Basic Knowledge)

Hardware Support

• Desktop & Workstation Support
• Laptop & Notebook Support
• Printer Support
• Break/Fix Services
• Multifunction Devices

Mobility Support

• Smartphones
• iPhones
• iPads
• BYOD Devices

Infrastructure Knowledge

• Networking Fundamentals
• Intel Server Basics
• Telecom Support
• Video Conferencing Support
• Remote Support Tools

Telephony

• PBX Installation & Configuration
• PBX Troubleshooting

Required Experience

• Minimum 3 years of experience in Field Support Services or Deskside Support.
• Experience working in enterprise IT support environments.
• Experience supporting onsite and remote users.
• Strong troubleshooting and customer service skills.
• Experience working with ITIL-based support processes.

Preferred Qualifications

• High School Diploma or GED (Required)
• Bachelor's Degree (Preferred)
• Microsoft Certifications (Preferred)
• ITIL Foundation Certification (Preferred)

Key Soft Skills

• Excellent customer service and communication skills.
• Strong interpersonal and stakeholder management abilities.
• Ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills.
• Self-motivated with a proactive approach.
• Ability to work independently and within global teams.
• Flexibility to work across shifts and business requirements.
• Strong ownership, accountability, and attention to detail.