Responsibilities
- Deliver on-site assistance for desktop computers, laptops, printers, and specialized laboratory instruments.
- Support forensic lab environments with reliable IT services to prevent interruptions in critical workflows.
- Address and resolve reported incidents and service requests within defined service level agreements.
- Set up, configure, update, and replace hardware and software components as needed.
- Assist with user account creation, access permissions, and onboarding of new devices.
- Identify and resolve technical problems related to hardware, software, and network connectivity.
- Forward unresolved or advanced issues to senior engineers or infrastructure teams when necessary.
- Respond to high-priority incidents, including providing after-hours support when scheduled.
- Contribute to IT equipment deployment projects, refresh cycles, and site-specific infrastructure changes.
- Perform basic on-site network duties such as cabling, connection testing, and hardware replacements.
- Keep detailed logs of all support activities using ticketing systems and asset management tools.
- Oversee the full lifecycle of IT equipment, from deployment and tracking to secure disposal.
- Ensure all actions comply with organizational security standards, data privacy rules, and regulatory requirements.
- Assist during audits by providing documentation and verifying compliance controls.
- Maintain clear and timely communication with users about issue status, resolutions, and follow-up steps.
- Take part in an on-call rotation to deliver remote or on-site emergency support for critical incidents outside business hours.
Work Arrangement
Remote (Country)
