IT On-Site Support Specialist

IT On-Site Support Specialist

We are seeking a proactive and customer-focused IT On-Site Support Specialist to deliver high-quality, hands-on technical support across our organization. In this role, you will troubleshoot end-user issues, deploy and maintain IT equipment, support meeting room technology, and leverage AI-powered automation and Digital Employee Experience (DEX) tools to ensure reliable day-to-day IT operations and an outstanding employee experience.

Key Responsibilities

• User Support & Ticket Management: Provide hands-on support for on-site incidents, service requests, and technical enquiries. Accurately document and update tickets within the IT Service Management (ITSM) platform to ensure complete operational traceability.
• AI & Automated Workflow Integration: Work alongside AI-powered digital agents by executing, validating, and providing feedback on AI-guided actions and Digital Employee Experience (DEX) automation tools.
• Hardware & Workstation Lifecycle Management: Configure, deploy, replace, and maintain desktops, laptops, printers, peripherals, docking stations, and other end-user hardware.
• AV & Meeting Room Support: Install, maintain, and troubleshoot videoconferencing systems, collaboration technologies, and audiovisual equipment. Perform regular preventative health checks to ensure meeting rooms are fully operational.
• Relocations & Asset Logistics: Coordinate workstation moves, hardware migrations, equipment inventory, asset tracking, and logistics activities.
• Cross-Functional Collaboration: Act as the primary liaison between end users, the global Service Desk, and specialist technical teams to ensure timely escalation and resolution of complex technical issues.
• Continuous Improvement: Identify opportunities to enhance IT processes, infrastructure, automation, and the overall employee technology experience.

Skills & Experience

• Experience: 3–5 years of experience in IT on-site support, desktop support, or field services within a corporate environment.
• End-User Support: Strong knowledge of Windows and macOS operating systems, mobile device support, VPN connectivity, Wi-Fi troubleshooting, inventory management, and endpoint management solutions.
• Microsoft Technologies: Solid experience supporting Microsoft 365 applications, including Teams, Outlook, SharePoint, and other modern workplace solutions.
• AV & Collaboration Technologies: Hands-on experience configuring, supporting, and troubleshooting corporate videoconferencing and audiovisual systems.
• Problem Solving & Customer Service: Excellent analytical and troubleshooting skills with a focus on first-time resolution, combined with outstanding communication skills and a customer-first approach.
• Adaptability: Comfortable working independently while following standardized operating procedures and utilizing AI-driven automation technologies.

Technology Environment

• Workstations & Mobility: Laptops, desktop computers, printers, peripherals, docking stations, and mobile devices.
• Productivity & Connectivity: Microsoft 365, Wi-Fi networks, VPN connectivity, and remote access technologies.
• Infrastructure & Collaboration: Conference room technology, display systems, videoconferencing platforms, and interactive collaboration tools.
• Operations & Service Delivery: IT Service Management (ITSM) platforms, endpoint management solutions, Digital Employee Experience (DEX) tools, AI-powered automation, and digital support agents.