Desktop support, L2 Windows support, Mac OS support, Windows 10/11, Apple iOS Support
Roles & Responsibilities
Provide remote desktop level L2 troubleshooting of end user issues by taking remote control of their Laptop/Desktop/VDI
Solve technical issues related to Windows 10/11, iOS and Mac operating systems and standard software components like MS Office/VPN/Anti-Virus/Skype etc.
Provide support in enroll the iOS devices in MDM (JAMF) and investigate the incidents and Tasks
Deployment of device drivers and windows patch updates
Troubleshoot laptop/desktop performance, group policy, Encryption and failed Software configuration of end user devices
Manage the Security compliance health status of end user workstations
Monitor security patching status and remedy deficiencies proactively
Diagnose, troubleshoot, resolve and escalate supported software, hardware and peripheral Incident calls assigned from Service Desk team
Adjust configuration options as required to resolve defects identified while performing corrective action on a device
Investigate desktop level incidents and identify root causes to be able to provide solutions.
Deployment, Monitoring, Reporting of Device Drivers including BIOS & utilities
Support Windows 10 Feature upgrade using modern management techniques - SCCM/Auto Pilot
L2 Workstations operational support
Monitor and report on User experience.
Report on Workstation image deployments and patch compliance metrics