Research, troubleshoot and diagnostic hardware/software to identify, document and resolve errors/issues- Provide 2nd level user support for incidents that require local resolution and cannot be resolved by the Service Desk.- Provide hands-on support for IT project implementations and performs miscellaneous job-related duties as assigned.- Collaborate with End User Services Team to resolve end-user's technology issues.- Support hardware and software installation/configuration in accordance with corporate policies and as designed by the End User's team.- Provide customer satisfaction by handling work orders with efficient communication, documentation and timeliness.- Support PC replacement programs and emergency exchanges.- Maintain utmost confidentiality on all conversations, documents, correspondence, research records, information, data, etc.- Assist in the asset management of all end-user devices and manage the stock level of spare equipment.Additional Duties- Develop/optimized, repair and return to user procedures on OS/hardware related issues.- Keep IT manager inform about the state of the local infrastructure.- Support the Platform Service team for local backup operation in line with corporate policies- Any additional responsibilities assigned by his supervisor as required.- Orders and/or manages repair parts as required.- Assists with any necessary wiring for networks and phone services as required.Technical / Functional Skills- Windows Operating System Deployment.- User State Migration Tool (USMT).- Desktop related Group Policy Objects (GPO).- Software Distribution and Patch Management tool experience.- Scripting with PowerShell and VBScript.- Desktop and Application virtualization knowledge.- Experience in using ITSM systems like ServiceNow is a plus.Requirements:- Bachelor's Degree or equivalent experience.- 3+ years of MS Windows desktop operating system deployment experience required.- 3+ years of LANDesk, SCCM (or other software distribution tools) experience required.- 3+ years of Mobile Device Management experience required.- Windows desktop operating systems deployment and support experience required, Windows 10 experience is an advantage.- Apple Mac deployment and support experience required.- Solid Network Infrastructure Principles knowledge required.- Solid Security Principles Knowledge required.- GDPR Knowledge required.- ITIL v3 certification is desirable.- ISO/IEC 9001 and 27001 Knowledge desirables.