Job Description:
Key Responsibilities
- Provide end‑user onsite IT support with a high standard of customer service, ensuring issues are responded to, diagnosed, and resolved in a timely, professional, and efficient manner.
- Handle Incident and Request management in line with ITIL practices, including accurate logging, categorization, prioritization, initial diagnosis, escalation, and closure within agreed SLAs.
- Support, install, upgrade, and troubleshoot end‑user computing environments, including:
- Windows and macOS operating systems
- Standard productivity and business applications (e.g. Microsoft Office 365, Adobe, and other authorized software)
- Knowledge of Zoom meeting Management, Zoom client, Teams meeting, Webex and VooV meeting (Tencent)
- Knowledge of FortiClient VPN, Network troubleshooting.
- Familiarity with Active Directory, basic networking concepts, and ticketing systems
- Knowledge base articles, SOPs, and troubleshooting guides.
- Knowledge of AAD/Intune environments
- Support and troubleshoot corporate endpoint and mobility environments, including:
- Apple and Android mobile devices
- Understanding and first‑level troubleshooting of Apple Business Manager (ABM), Intune / MDM enrollment, compliance, and configuration issues
- Provide onsite “smart hands and eyes” support to infrastructure teams, including basic coordination and physical assistance for:
- Servers, storage, network, cabling, voice, and related equipment
- Support infrastructure initiatives, such as system upgrades and patching cycles
- Ensure compliance with security policies, data protection standards, and IT governance frameworks.
- Perform hardware support and break‑fix activities, including:
- Laptops, desktops, printers, and authorized peripherals
- Basic preventative maintenance and hardware replacements
- Manage end‑user device lifecycle activities, including:
- Asset receiving, deployment, user migration, replacement, and end‑of‑life handling
- Maintaining accurate asset records and supporting asset compliance activities
- Provide Level‑2 remote support across the region when required, and coordinate with regional teams to ensure service continuity.
- Coordinate with third‑party vendors and suppliers for external repairs, replacements, and follow‑up support, ensuring issues are tracked and resolved appropriately.
- Monitor and manage assigned ticket queues actively, ensuring service quality, data accuracy, and adherence to Service Level Agreements.
- Support documentation and knowledge upkeep, contributing to improved service consistency and operational transparency.
- Occasional travel to neighboring cities may be required to support regional onsite activities or deployments.
Requirements
- Diploma or Degree in Information Technology, Information Systems, or a related discipline (or equivalent practical experience)
- Minimum 2 years of experience in end‑user / onsite IT support
- Strong working knowledge of:
- Microsoft Windows operating systems and Office / Microsoft 365 productivity suite
- macOS operating systems and standard business applications
- Basic understanding of IT infrastructure concepts (networking, VPN, servers), sufficient to isolate and escalate end‑user issues appropriately
- Familiarity with ITIL concepts and service management workflows
- Customer‑focused mindset with strong communication and interpersonal skills
- Process‑oriented, well‑organized, and detail‑conscious
- Ability to operate effectively in a fast‑paced, service‑driven environment
- Good multitasking and prioritization skills
- Fluent in spoken English
- Self‑motivated team player with a proactive and responsible attitude
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
