Onsite Support Engineer

Role Overview:

The Drop-In Onsite Support Engineer will provide hands-on IT support at customer locations, addressing end-user issues that cannot be resolved remotely

Language support : English, French and Spanish Mandatory (Spoken and Written)

Key Responsibilities:

Provide onsite desktop support, Microsoft 365 support, hardware troubleshooting, smart-hands support, asset management, ServiceNow ticket updates, and VIP user support.

Technical Skills Required:

Qualifications:

• Graduate/Diploma in IT with 3-6 years of desktop or field support experience.

Preferred Skills:

• ITIL Foundation, global customer support, asset management, executive support. KPIs , SLA Compliance, First-Time Fix Rate, CSAT, Resolution Time, Asset accuracy.

Experience in Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune, ServiceNow, VPN, Networking, Teams/Zoom/WebEx.

End User Support

• Provide face-to-face IT support to end users at customer premises.
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Support laptops, desktops, thin clients, mobile devices, printers, scanners, and peripherals.
• Assist users with Microsoft 365 applications including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
• Support VIP and executive users with priority handling and white-glove service.

IMACD Services

• Perform Install, Move, Add, Change, and Disposal (IMACD) activities.
• Deploy new devices and coordinate workstation setups for new hires.
• Execute hardware refresh and device replacement programs.
• Decommission and securely dispose of obsolete devices in accordance with customer policies.

Device & Asset Management

• Manage end-user device inventory and asset lifecycle.
• Maintain asset records and update Configuration Management Database (CMDB).
• Coordinate hardware repairs and warranty replacements with vendors.
• Track asset allocation, stock levels, and device movements.

User Administration

• Create, modify, and disable user accounts as per approved requests.
• Support Active Directory, Azure AD, Microsoft Entra ID, and Microsoft 365 administration activities.
• Handle password resets, account unlocks, distribution groups, and access requests.
• Assist users with Multi-Factor Authentication (MFA) enrollment and troubleshooting.

Incident & Request Management

• Log, update, track, and resolve incidents and service requests using ServiceNow.
• Ensure tickets are properly categorized, prioritized, and documented.
• Meet SLA commitments for incident response and resolution.
• Escalate unresolved issues to appropriate support groups.

Security & Compliance

• Follow customer security policies and IT governance standards.
• Support endpoint security, antivirus, and patch compliance activities.
• Report security incidents and policy violations.
• Ensure compliance with data privacy and information security requirements.

Documentation & Knowledge Management

• Create and update standard operating procedures (SOPs) and work instructions.
• Contribute to knowledge articles and known-error documentation.
• Maintain accurate records of incidents, fixes, and asset changes.

Language Support

• Provide onsite support in French and Spanish through verbal and written communication.
• Communicate effectively with Swiss and European users in their preferred language.
• Assist in translating user requirements, incident details, and support documentation when required.