It Technical Support Specialist

Madre Integrated Engineering | Full time

Provide on-site and remote technical support for Windows and Apple devices, including desktops, workstations, laptops, i Macs, and Mac Books.

Troubleshoot and resolve common hardware and software issues in accordance with approved procedures.

Provide remote desktop support using approved tools to minimize downtime.

Support accessories and peripherals, including printers, scanners, IP telephones, and related hardware.

Incident & Request Handling

Log, update, and manage technical incidents and service requests in the ticketing system.

Escalate complex or unresolved issues to Technical Support Services – Tier 2 with complete diagnostic details.

Support Technical Support Services – Tier 2, under guidance, in resolving incidents, problems, and escalations through on-site assistance, task execution, and data collection.

Deployment & Asset Management

Prepare, install, and configure IT assets.

Install operating systems, standard applications, and authorized software according to policies.

Perform on-site installation, relocation, and replacement of IT equipment and peripherals.

Execute approved hardware upgrades and component replacements.

Apply preventive and corrective maintenance to reduce downtime and extend asset life.

Maintain accurate asset records and lifecycle documentation in approved systems.

General Service Responsibilities

Conduct all interactions with end users, stakeholders, vendors, and QM stakeholders in a courteous, respectful, professional, and service-oriented manner.

Uphold ethics, integrity, transparency, and accountability in all duties.

Maintain a professional appearance on-site, wearing formal business attire aligned with QM standards.

Perform all work assignments strictly as approved, authorized, or directed by designated QM Information Technology Department representatives.

Requirements

Ability to provide on-site and remote support for Windows and Apple end-user devices.

Ability to troubleshoot and resolve common hardware, software, peripheral, and remote desktop issues.

Ability to log, update, and manage tickets, escalations, and diagnostic details.

Ability to install, configure, relocate, upgrade, and maintain IT assets and peripherals.

Ability to follow approved procedures, SLAs, escalation matrices, and QM IT Department direction.

Availability for after-hours and on-call support as required.

Progressively take on activities typically handled by Technical Support Services – Tier 2 while maintaining service quality and SLA adherence.

Support cross-training between Helpdesk Technical Services and Audio-Visual Technical Services, as applicable.

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