ASPIRE GSC-Onsite IT Support Engineer
Core
Onsite IT Support Engineer serving as the primary point of contact for local technical support at customer sites, resolving IT challenges to ensure productive environments.
Role type
Onsite Support Analyst / IT Support Engineer
Builds
Dependable IT infrastructure and seamless user experiences for end-users and VIPs
Domain
IT Service Management (ITSM), Enterprise IT Support
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Microsoft 365 support, Windows 10/11 troubleshooting, MacOS troubleshooting, hardware troubleshooting, network troubleshooting (TCP/IP, DNS, DHCP), mobile device management, remote support tools, ServiceNow ITSM, Azure Active Directory, Group Policy, asset management, printer/scanner troubleshooting, AWS/Azure fundamentals, security practices (MFA, phishing)
Preferred skills
ITIL v4 certification, server interaction, business continuity planning
Technologies
ServiceNow, Microsoft 365, Windows 10/11, MacOS, Azure Active Directory, AWS, Azure
Responsibilities
Serve as first point of contact for technical support via phone, email, or chat; Log and manage incidents, service requests, and queries; Perform initial triage, diagnosis, and troubleshooting for hardware, software, AV, and network problems; Ensure timely resolution of incidents in line with SLAs; Maintain accurate documentation of incidents and resolutions; Contribute to the development and maintenance of the IT knowledge base; Handle escalations calmly and professionally; Provision of VIP/Executive support; Monitor system performance and identify potential issues proactively; Conduct routine health checks of systems, applications, and networks; Set up and configure new laptops, mobile devices, and peripherals; Manage user accounts, permissions, and access rights; Install, update, and patch software applications; Maintain inventory of IT equipment and manage equipment lifecycle; Perform scheduled maintenance, such as software updates, patch installations, and backups; Support audio/visual equipment for meeting rooms and company events; Collaborate with other IT teams to address complex or recurring problems; Test business continuity measures, including disaster recovery plans.
Seniority
Mid-level (2-5 years experience), hands-on IC
