Asset Management:
- Manage the lifecycle of IT assets, including procurement, deployment, and retirement.
- Maintain accurate inventory records and track asset utilization.
- Conduct regular asset audits and reconcile discrepancies.
Onboarding and Offboarding:
- Efficiently onboard new employees by provisioning necessary hardware and software.
- Ensure a seamless offboarding process, including asset recovery and data security.
Technical Support:
- Provide first-level technical support for Apple and Dell devices.
- Troubleshoot hardware and software issues, including network connectivity and application problems.
- Hands on experience of Jamf, Intune or Other MDM solutions.
- Coordinate with vendors for timely resolution of technical issues.
ITIL Processes:
- Demonstrate a solid understanding of ITIL concepts, such as Incident, Change, and Problem Management.
- Adhere to established ITIL processes and best practices.
Vendor Management:
- Manage relationships with external vendors and service providers.
- Ensure adherence to service level agreements (SLAs) for user related issues.
Ticketing Tool Administration:
- Proficiently use Freshservice or a similar ticketing tool for incident management.
- Administer Slack for internal communication and collaboration.
Endpoint Protection:
- Implement and manage endpoint security measures to protect against threats.
- Monitor security posture and respond to incidents promptly.
White Glove Support:
- Provide premium-level technical support to VIP users and executives.
- Ensure timely resolution of critical issues and maintain high customer satisfaction.
Audits:
- Collaborate with auditors to provide necessary documentation and support.
- Ensure compliance with relevant IT standards and regulations.
Qualifications and Experience
- 3-5 years of experience in a similar role, preferably in a corporate environment.
- Strong understanding of Apple and Dell hardware and software.
- Proficiency in using Jamf and Intune for device management.
- Experience with ITIL frameworks and best practices.
- Excellent problem-solving and troubleshooting skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Willingness to learn new technologies and tools.
Additional Skills (Preferred)
- Experience with network infrastructure components (routers, switches, firewalls).
- Knowledge of scripting languages (e.g., Python, PowerShell).
- Experience with cloud-based platforms (e.g. Google cloud, AWS, Azure).
