Diverse Lynx
Job Summary:
Deliver high-quality on-site IT Services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization.
RESPONSIBILITIES
• Provide IT support across a wide range of client activities.
• Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
• Manage the ticket queue by reviewing open tickets and following approved workflows.
• Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
• Manage inventory of laptops.
• Deliver 'White Glove' service to users, even in high-pressure situations.
• Work effectively in a project-based environment that requires flexibility and strong teamwork.
• Perform other duties as assigned by the End-User Computing (EUC) Manager.
KNOWLEDGE:
• Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.
• Proficient in ServiceNow ticket workflows for both incidents (break & fix) and service requests (e.g., laptop provisioning: 'Check Inventory', 'Image and Deploy').
• Intermediate knowledge of core infrastructure components such as Domain Controllers, Active Directory, Group Policies, DHCP, DNS, and related technologies.
TECHNICAL SKILLS:
• Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.
• Standard endpoint management experience using Microsoft Intune or Active Directory.
• Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
• Basic to intermediate troubleshooting skills with Linux systems.
• Experience supporting audio/visual (A/V) equipment in conference room environments.
• Strong problem-solving skills including root cause analysis (RCA).
BUSINESS SKILLS:
• Ability to interact with customers politely, professionally, and efficiently in all situations.
• Strong interpersonal skills with the ability to build and maintain business relationships across the organization.
• Visible and approachable for both customers and internal IT support teams.
• Effective verbal and written communication skills in English (mandatory).
SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:
• Strong understanding of deskside support, IT service delivery and project work within End-User Computing (EUC) or Field Support Operations (FSO) environments.
• Proficient in Windows 11, Microsoft Office 365, and endpoint management tools (e.g., Microsoft Intune, Active Directory); Linux knowledge is also required.
• Strong attention to detail and organizational skills, essential for maintaining accurate laptop inventory.
• Ability to provide consistent, high-quality customer support across a diverse user base, including various personality types and management levels (e.g. C-suite executives).
• Experience providing IT support to manufacturing sites (factories) is desirable.
• Flexible and adaptable, with a proactive "can-do" attitude to meet client deliverables and timelines.
• The primary work location will be the client's office in the designated area.
• Occasional business travel may be required.
EDUCATION:
• Minimum bachelor's degree or technical diploma in a relevant field.
• Microsoft and other technical certifications are considered an advantage.
• ITIL certification is desirable.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
Deliver high-quality on-site IT Services by ensuring timely issue resolution, proactive maintenance, and adherence to IT best practices. Enhance user satisfaction and operational excellence across the organization.
RESPONSIBILITIES
• Provide IT support across a wide range of client activities.
• Maintain end-user computing equipment, primarily Windows-based systems, with some Linux machines.
• Manage the ticket queue by reviewing open tickets and following approved workflows.
• Prioritize tasks effectively based on SLAs, call volumes, site criticality, and customer requirements.
• Manage inventory of laptops.
• Deliver 'White Glove' service to users, even in high-pressure situations.
• Work effectively in a project-based environment that requires flexibility and strong teamwork.
• Perform other duties as assigned by the End-User Computing (EUC) Manager.
KNOWLEDGE:
• Strong understanding of deskside support operations and key ITSM concepts such as incident management, service request management, categorization, and prioritization.
• Proficient in ServiceNow ticket workflows for both incidents (break & fix) and service requests (e.g., laptop provisioning: 'Check Inventory', 'Image and Deploy').
• Intermediate knowledge of core infrastructure components such as Domain Controllers, Active Directory, Group Policies, DHCP, DNS, and related technologies.
TECHNICAL SKILLS:
• Proficiency in Windows 11 and Microsoft Office 365 (Outlook, Teams), including installation, initial configuration, and basic support.
• Standard endpoint management experience using Microsoft Intune or Active Directory.
• Ability to troubleshoot printers, webcams, speakers, docking stations, drivers, firmware, and more.
• Basic to intermediate troubleshooting skills with Linux systems.
• Experience supporting audio/visual (A/V) equipment in conference room environments.
• Strong problem-solving skills including root cause analysis (RCA).
BUSINESS SKILLS:
• Ability to interact with customers politely, professionally, and efficiently in all situations.
• Strong interpersonal skills with the ability to build and maintain business relationships across the organization.
• Visible and approachable for both customers and internal IT support teams.
• Effective verbal and written communication skills in English (mandatory).
SKILLS, EXPERIENCE AND QUALIFICATION REQUIRED FOR THE POSITION:
• Strong understanding of deskside support, IT service delivery and project work within End-User Computing (EUC) or Field Support Operations (FSO) environments.
• Proficient in Windows 11, Microsoft Office 365, and endpoint management tools (e.g., Microsoft Intune, Active Directory); Linux knowledge is also required.
• Strong attention to detail and organizational skills, essential for maintaining accurate laptop inventory.
• Ability to provide consistent, high-quality customer support across a diverse user base, including various personality types and management levels (e.g. C-suite executives).
• Experience providing IT support to manufacturing sites (factories) is desirable.
• Flexible and adaptable, with a proactive "can-do" attitude to meet client deliverables and timelines.
• The primary work location will be the client's office in the designated area.
• Occasional business travel may be required.
EDUCATION:
• Minimum bachelor's degree or technical diploma in a relevant field.
• Microsoft and other technical certifications are considered an advantage.
• ITIL certification is desirable.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.