IT Incident Technicians are responsible for identifying, troubleshooting, and resolving technical issues within an organization’s IT infrastructure. This includes logging incidents, diagnosing hardware and software problems, implementing effective solutions, and providing timely updates to end users. They work within an incident management system to track, prioritize, and resolve issues efficiently.

The role primarily focuses on maintaining IT hardware inventory in ServiceNow and providing support for Windows-based devices. The technician applies established procedures and sound judgment under supervision, selecting appropriate methods and techniques to resolve issues. They also act as a liaison between customers, departments, and internal teams to ensure effective problem resolution.

Key Responsibilities:

Maintain IT hardware inventory in ServiceNow
Provide deskside support for Windows systems
Install and configure software applications
Troubleshoot, repair, and maintain software and IT infrastructure
Install, upgrade, and repair end-user computing (EUC) equipment such as desktops, laptops, monitors, and peripherals
Provide break/fix support and replacement for non-warranty end-user assets
Support network printers and scanners, including IP configuration and TCP/IP setup
Deliver warranty and break/fix support for printers and scanning devices
Support application-related escalations from the helpdesk, including in-house, third-party, and market data applications
Maintain operating system drivers, software, and firmware updates
Assist users with remote/home office setups, including VPN and virtual machines
Ensure adherence to organizational policies and procedures
Create and maintain technical support documentation
Collaborate with internal and global support teams across multiple platforms
Log and manage incidents and service requests in ticketing systems
Report trends, major incidents, and potential delays to management proactively
Participate in on-call rotations for after-hours and weekend support
Stay updated with emerging technologies through continuous learning and training
Respond across multiple communication channels such as email, Microsoft Teams, and other collaboration tools

Work Environment:

Office-based role with occasional on-site visits as required
May require working outside standard business hours for critical incidents
May involve movement between nearby office locations

Required Qualifications & Experience:

3+ years of experience in deskside support for Windows environments
Experience with hardware inventory, shipping/receiving, and asset management
Knowledge of patch management for end-user and server environments
Familiarity with messaging platforms (email, mobile, MS Teams, etc.)
Strong experience in PC hardware and software break/fix support
Working knowledge of Windows and Mac operating systems
Experience supporting tools such as Webex and Cisco Jabber
Experience in device asset tracking
CompTIA A+ certification or equivalent knowledge preferred

Sharp Brains

Vacatures

Desktop Support Engineer