Onsite IT Support Engineer

Job Description:

Key Responsibilities

1.Provide enduser onsite IT support with a high standard of customer service ensuring issues are responded to diagnosed and resolved in a timely professional and efficient manner.

Incident and Request management in line with ITIL practices including accurate logging categorization prioritization initial diagnosis escalation and closure within agreed SLAs.

3. Support install upgrade and troubleshoot enduser computing environments including:

• Windows and macOS operating systems
• Standard productivity and business applications (e.g. Microsoft Office 365 Adobe and other authorized software)
• Knowledge of Zoom meeting Management Zoom client Teams meeting Webex and VooV meeting (Tencent)
• Knowledge of FortiClient VPN Network troubleshooting.
• Familiarity with Active Directory basic networking concepts and ticketing systems
• Knowledge base articles SOPs and troubleshooting guides.
• Knowledge of AAD/Intune environments

and troubleshoot corporate endpoint and mobility environments including:

• Apple and Android mobile devices
• Understanding and firstlevel troubleshooting of Apple Business Manager (ABM) Intune / MDM enrollment compliance and configuration issues

5. Provide onsite smart hands and eyes support to infrastructure teams including basic coordination and physical assistance for:

• Servers storage network cabling voice and related equipment
• Support infrastructure initiatives such as system upgrades and patching cycles
• Ensure compliance with security policies data protection standards and IT governance frameworks.

6. Perform hardware support and breakfix activities including:

• Laptops desktops printers and authorized peripherals
• Basic preventative maintenance and hardware replacements

7. Manage enduser device lifecycle activities including:

• Asset receiving deployment user migration replacement and endoflife handling
• Maintaining accurate asset records and supporting asset compliance activities

8. Provide Level2 remote support across the region when required and coordinate with regional teams to ensure service continuity.

9.Coordinate with thirdparty vendors and suppliers for external repairs replacements and followup support ensuring issues are tracked and resolved appropriately.

10. Monitor and manage assigned ticket queues actively ensuring service quality data accuracy and adherence to Service Level Agreements.

11. Support documentation and knowledge upkeep contributing to improved service consistency and operational transparency.

12. Occasional travel to neighboring cities may be required to support regional onsite activities or deployments.

Requirements

• Diploma or Degree in Information Technology Information Systems or a related discipline (or equivalent practical experience)
• Minimum 2 years of experience in enduser / onsite IT support
• Strong working knowledge of:
  • Microsoft Windows operating systems and Office / Microsoft 365 productivity suite
  • macOS operating systems and standard business applications
• Basic understanding of IT infrastructure concepts (networking VPN servers) sufficient to isolate and escalate enduser issues appropriately
• Familiarity with ITIL concepts and service management workflows
• Customerfocused mindset with strong communication and interpersonal skills
• Processoriented wellorganized and detailconscious
• Ability to operate effectively in a fastpaced servicedriven environment
• Good multitasking and prioritization skills
• Fluent in spoken English
• Selfmotivated team player with a proactive and responsible attitude

At DXC Technology we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing productivity individual work styles and life circumstances. Were committed to fostering an inclusive environment where everyone can thrive.

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