Desk Side
Job in
Hanover, Grafton County, New Hampshire, 03755, USA
Listed on 2026-10-05
Listing for:
Teceze
Full Time
position Listed on 2026-10-05
Job specializations:
-
IT/Tech
IT Support, Desktop Support, Technical Support, HelpDesk/Support
Job Description & How to Apply Below
- Provide onsite L2 end-user and desk-side technical support.
- Install, configure, troubleshoot, and maintain desktops, laptops, mobile devices, peripherals, and software.
- Handle Break/Fix, IMACD, data migration, device refresh, and deployment activities.
- Perform onsite software installations, configuration changes, and updates.
- Troubleshoot hardware, software, connectivity, and end-user issues.
- Manage assigned tickets and ensure timely resolution within defined SLAs.
- Provide regular updates to end users regarding ticket status.
- Coordinate with hardware/software vendors for warranty repairs and replacements.
- Work with Level 3 support teams and project teams on escalations, upgrades, and maintenance activities.
- Identify recurring issues and perform root cause analysis where required.
- Support onsite/offsite meetings and events, including coordination with IT/AV teams.
- Support disaster recovery and emergency IT activities when required.
- Participate in rotational on-call support, if required.
- Maintain knowledge base documentation and contribute to process improvements.
- Assist in training and mentoring junior/support team members.
- Ensure compliance with company policies, security controls, and regulatory requirements.
- Maintain a strong focus on customer satisfaction, First Call Resolution (FCR), and minimizing reopened/rejected tickets.
- 2- 4.5 years of relevant IT/EUC support experience.
- Strong hands-on experience in Desk Side / Desktop Support.
- Experience working as an L2 support engineer.
- Strong troubleshooting skills across hardware, software, peripherals, and end-user devices.
- Experience with Break/Fix, IMACD, refreshes, data migration, and software installation.
- Good knowledge of ticketing systems and SLA-based support.
- Strong customer-facing and communication skills.
- Ability to independently troubleshoot and resolve technical issues.
- Experience coordinating with vendors and L3 support teams.
- Good documentation and knowledge management skills.
- Willingness to work in EST general day shift and support on-call activities when required.
- English language proficiency is required.
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