Information Technology Support Technician (Onsite Deskside L1/L2)

About the role

The Information Technology Support Technician provides onsite deskside support (L1/L2) for end‑users, handling a full range of hardware, software and connectivity issues. The role covers the entire device lifecycle, from installation and configuration to maintenance and decommissioning, ensuring a reliable and secure computing environment.

Key responsibilities

• Provide end‑to‑end technical support for desktop and laptop systems, troubleshooting hardware, software, and connectivity problems.
• Execute IMAC (Install, Move, Add, Change) activities and perform break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor‑based hardware replacements.
• Utilise SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Administer approved software installations, updates and security patching in line with IT policies.
• Deliver remote and deskside support using EUC tools; support applications such as MS Office, Outlook and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring and desktop policy enforcement.
• Provide VIP support and act as primary onsite contact during critical escalations or outages.
• Support printers, scanners and peripheral devices, including troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service request management in corporate environments.

Required profile

Required skills

• SCCM
• Intune
• ServiceNow
• Microsoft Office suite (Word, Excel, Outlook)
• VPN client configuration
• Windows operating system
• Active Directory user management
• ITIL incident and problem management
• Hardware troubleshooting (desktops, laptops, printers, scanners)
• Basic macOS device handling