L2 Onsite Support Representative

Key Responsibilities:
Technical Support (L1/L2):
• Handle tickets via ServiceNow from helpdesk or self-service portal.
• Provide onsite support for hardware, software, and connectivity issues.
• Escalate unresolved issues to L3 or vendors.
IMAC Services:
• Install, move, add, and change IT equipment and software.
• Configure email, VPN, and network settings.
Device Lifecycle Management:
• Coordinate hardware refreshes and data backups.
• Manage asset disposal and documentation.
User Account & Access Management:
• Manage user accounts, passwords, MFA, and access controls.
Networking & Connectivity:
• Troubleshoot LAN/WAN, VPN, and printer connectivity.
Peripheral Support:
• Configure and troubleshoot printers, scanners, and external devices.
IT Security & Compliance:
• Ensure antivirus updates, assist in audits, and enforce security policies.
Asset Management:
• Track IT inventory, perform audits, and manage shipments.
Documentation & Reporting:
• Maintain knowledge base and document recurring issues.
End-User Training:
• Provide IT orientation and training on tools and security.
Project Support:
• Assist in infrastructure deployments, office relocations, and application rollouts.