Job Description
Provide IT support with strong frontline experience.
Handle IT Service Management (ITSM) tickets, requests, walk-ins, on-site support, self-help kiosks, VIP phone assistance, onboarding/offboarding, and hardware/software support.
Address and resolve basic incidents and walk-in requests; log all incidents and requests; engage Subject Matter Experts (SMEs) for issues beyond frontline scope.
Ensure proper escalation to relevant departments after gathering necessary information and performing basic troubleshooting. Escalate security-related or data breach–related incidents within one hour.
Handle software installation, elevated administrator access requirements, and software security compliance checks for onboarded and corporate systems.
Remove and securely erase storage media designated for write-off.
Troubleshoot secure token connectivity issues.
Perform password resets for corporate user accounts.
Move and transport IT equipment using proper handling tools.
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