Description :

The Technical Support Specialist is responsible for delivering high-quality end-user and infrastructure support across endpoint devices, office IT infrastructure, and conference/training room technologies.

The role requires strong hands-on expertise in Windows and macOS environments, endpoint management platforms, IT asset lifecycle management, and AV systems, with a strong focus on customer experience, operational excellence, and timely escalation management.

What You'll Do :

- Provide advanced hardware and operating system support for Windows laptops and Apple MacBooks.

- Diagnose and resolve application-related issues to minimize business impact and user downtime.

- Manage and support endpoint devices using Microsoft Intune, ManageEngine, SCCM, or equivalent tools.

- Oversee IT asset management activities, including procurement coordination, asset lifecycle tracking, inventory audits, and asset disposal.

- Configure, maintain, and troubleshoot printers and multifunction devices.

- Act as the subject matter expert for conference rooms and training room AV systems, including video conferencing units, microphones, displays, and room integrations.

- Coordinate with external vendors and service providers to ensure timely resolution and SLA adherence.

- Provide basic LAN and wireless network troubleshooting at the floor level.

- Handle floor-level IT escalations and ensure prompt resolution of critical and high-priority incidents.

- Support leadership visits, large-scale events, trainings, and business meetings, ensuring IT readiness and on-site support.

- Maintain accurate documentation, incident records, and IT asset data in designated systems.

- Provide regular status updates to stakeholders and IT leadership on issues, risks, and resolutions.

- Contribute to strategic planning and execution of IT initiatives to improve service delivery and operational efficiency.

What We Are Looking For :

- Bachelors degree or equivalent professional experience.

- 7+ years of experience in Technical Support or End-User Computing roles.

- Strong expertise in Windows OS and macOS troubleshooting at both hardware and operating system levels.

- Solid knowledge of enterprise application troubleshooting.

- Hands-on experience with endpoint management tools such as Intune, ManageEngine, SCCM, or similar.

- Strong understanding of IT asset management and inventory tracking processes.

- Proven experience in printer configuration and troubleshooting.

- Advanced knowledge of conference and training room AV systems.

- Working knowledge of LAN and wireless networking concepts.

- Experience in vendor coordination and escalation management.

- Strong communication, customer service, and documentation skills.

- Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications :

- Experience supporting senior leadership and executive users.

- Exposure to ITIL processes and IT service management tools (e., ServiceNow).

- Strong analytical, planning, and execution capabilities.

Our Values :

If you want to know the heart of a company, take a look at their values.

Ours unite us.

They are what drive our success and the success of our customers.

Does your heart beat like ours?