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Key Responsibilities:

+ End-User Support (First-Level)

+ Provide L1 on-site and remote support for desktops, laptops, and end-user devices.

+ Resolve common issues related to Windows 10/11, basic macOS, and standard applications.

+ Handle password resets, account unlocks, basic access requests, and profile issues.

+ Assist users with printers, scanners, docking stations, monitors, and peripherals.

+ Incident & Service Request Handling

+ Log, categorize, and prioritize incidents and service requests in the ITSM tool.

+ Follow predefined troubleshooting scripts and SOPs to resolve issues within SLA.

+ Escalate unresolved or complex issues to L2 teams with clear documentation.

+ Hardware & Asset Support

+ Perform basic IMAC (Install, Move, Add, Change) activities under supervision.

+ Assist with device setup, replacement, and onboarding of new hires.

+ Tag assets, update inventory records, and ensure proper handover of equipment.

+ Collaboration & Productivity Tools

+ Provide basic support for Microsoft 365 applications such as Outlook, Teams, and OneDrive.

+ Assist users with printing issues and basic audio/video conferencing setups.

+ Support meeting rooms and workplace IT equipment under guidance.

+ Documentation & Process Adherence

+ Update tickets with accurate resolution details and user communication.

+ Follow security policies, SOPs, and ITIL-aligned processes.

+ Contribute to knowledge base updates by documenting common fixes.

+ Customer Service & Communication

+ Deliver courteous, professional, and timely support to end users.

+ Communicate clearly regarding issue status, expected resolution, and next steps.

+ Maintain high customer satisfaction through a service-oriented approach.

Required Technical Skills:

+ Basic experience in end-user computing or field support.

+ Working knowledge of:

+ Windows 10/11 (basic troubleshooting)

+ Desktop/Laptop hardware and peripherals

+ Basic understanding of Active Directory (password reset, unlock accounts).

+ Familiarity with Microsoft 365 (Outlook, Teams, OneDrive).

+ Basic networking knowledge (LAN, Wi-Fi, VPN awareness).

+ Awareness of endpoint security policies and antivirus tools.

Experience & Qualification Requirements:

+ Experience: 2–4 years of experience in end-user support or IT field services.

+ Certifications (preferred):

+ ITIL v4 Foundation (preferred)

+ CompTIA A+ or equivalent (optional)

Behavioral Competencies:

+ Customer-focused mindset with strong service orientation.

+ Good communication and interpersonal skills.

+ Willingness to learn and accept guidance.

+ Ability to follow processes and troubleshooting steps.

+ Team player with a positive attitude.

+ Basic time management and prioritization skills.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

#LI-SL1 #LI-Onsite