Senior Onsite Technical Support Associate

About the role

We are looking for a proactive Senior Onsite Technical Support Associate to deliver Level 2 and Level 3 assistance in both field and remote settings. You will work closely with critical users, ensuring rapid resolution of hardware, software, and connectivity issues while contributing to the stability of our IT infrastructure.

Key responsibilities

• Provide on‑site (field) and remote support for hardware, software, and network problems.
• Resolve Level 2 and Level 3 incidents, perform root‑cause analysis, and meet SLA targets.
• Deliver white‑glove support to VIP users and critical workstations.
• Install, configure, and maintain PCs, laptops, printers, and peripherals.
• Support Windows and macOS operating systems and corporate applications.
• Offer basic LAN, WAN, and Wi‑Fi support; troubleshoot switches and access points.
• Manage incidents and service requests using ServiceNow.
• Participate in deployments, system migrations, and hardware refresh projects.
• Document procedures, resolutions, and create troubleshooting guides.
• Coordinate with external vendors and internal IT teams to resolve complex issues.

Required profile

• Degree or technical certification in Systems, IT, or related fields.
• Minimum 3 years of corporate IT support experience, preferably in on‑site/field roles.
• Fluent English (B2+ level) and strong communication skills.
• Ability to work under pressure, manage multiple incidents, and make autonomous decisions.

Required skills

• Windows 10/11
• macOS
• Microsoft 365 suite
• TCP/IP, DHCP, DNS, basic VPN
• LAN, WAN, Wi‑Fi networking fundamentals
• Dell, HP, Lenovo hardware
• ServiceNow ticketing tool
• Antivirus, encryption, backup basics