Desktop Support Technician

pAt Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of ‘the enterprise of the future’. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle. /p pConstant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation. /p h3Role Overview /h3 h3Key Responsibilities /h3 ul liProvide field support operations across bone or more customer sites /b, ensuring consistent and effective IT service delivery. /li liProvide bVIP/executive support /b and manage high-priority incidents with a strong focus on customer experience. /li liSupport and coordinate field support team activities, including providing technical guidance and assistance to junior team members. /li liPerform bInstall, Move, Add, Change (IMAC) /b activities, including workstation and peripheral installations, relocations, upgrades, and configuration changes. /li liDiagnose and resolve bbreak-fix hardware and software issues /b and provide deskside/end-user support as required. /li liTroubleshoot and support bMicrosoft Windows operating systems /b, Microsoft Office, and common business applications. /li liStage, build, configure, and image systems using the organization's standard client image (beCore /b) and established deployment processes. /li liProvide advanced support for bmacOS and iOS environments /b, including device administration, configuration, troubleshooting, imaging, and endpoint deployment. /li liSupport mobile devices and associated endpoint management requirements. /li liAssist with the management and deployment of bpolicies, user certificates, and keychains /b where required. /li liProvide support for bmanufacturing/shop‑floor technology /b, including handheld devices, laptops, barcode scanners, and related equipment. /li liExecute special projects and customer‑requested technical initiatives in accordance with defined requirements and timelines. /li liPerform data collection and preservation activities associated with bsystem migrations, investigations, and/or eDiscovery /b requirements. /li liProvide technical training, knowledge transfer, and mentoring to junior IT support personnel. /li liCollaborate with remote infrastructure, network, security and other technical teams to resolve complex incidents. /li liMaintain accurate documentation of incidents, changes, configurations, and support activities in accordance with customer processes. /li liFollow established IT service management, security, compliance, and operational procedures. /li liEnsure a professional, customer‑focused experience while working with end users, business stakeholders, and technical teams. /li /ul h3Required Qualifications Skills /h3 ul lib2–5 years of experience /b in deskside, field, or end‑user support services. /li liStrong knowledge and hands‑on experience supporting bMicrosoft Windows operating systems /b. /li liStrong working knowledge of bMicrosoft Office /b and common business applications. /li liAdvanced knowledge of bmacOS and iOS environments /b, including administration and troubleshooting. /li liAdvanced understanding of bmacOS imaging and endpoint deployment processes /b. /li liAdvanced knowledge of bmobile device support /b and troubleshooting. /li liBasic understanding of bnetworking, telecommunications, compute, and storage technologies /b. /li liBasic understanding of security policies, user certificates, bkeychains /b, and their management/deployment. /li liExperience with system imaging, hardware deployment, software installation, and endpoint configuration. /li liExperience supporting a variety of desktops, laptops, mobile devices, peripherals, and related IT equipment. /li /ul h3Professional Skills /h3 ul liStrong verbal and written bcommunication skills /b. /li liStrong analytical, diagnostic, and btroubleshooting abilities /b. /li liExcellent bcustomer service and customer support skills /b. /li liAbility to prioritize and manage multiple incidents, requests, and projects. /li liAbility to work independently across multiple customer sites while collaborating effectively with remote teams. /li liStrong organizational skills and attention to detail. /li liAbility to provide technical guidance and training to junior team members. /li liAbility to work effectively in both corporate office and manufacturing/shop‑floor environments. /li /ul h3Preferred Certifications /h3 pOne or more of the following certifications is desirable: /p ul liCompTIA A+ /li liMicrosoft Certified Professional (MCP) /li liMicrosoft Certified Solutions Expert (MCSE) /liliOther equivalent industry‑recognized IT support or endpoint management certifications /li /ul #J-18808-Ljbffr