**Description** Perform on-site technical support, including installation, preventive and corrective maintenance of equipment. Diagnose and resolve hardware and software technical issues. Ensure compliance with service-level agreement (SLA) deadlines. Document all activities performed in ticket management systems. Identify opportunities to improve support processes. Provide basic training to users on equipment and system operation. Ensure all services adhere to the company’s information security policies and best practices. Collaborate with remote support teams to resolve complex issues. Generate periodic reports with service and performance metrics. Stay up to date with emerging technologies and industry best practices. **Responsibilities and Duties** Clear Communication: Ability to interact with users in a clear and effective manner. Problem Solving: Proactivity in identifying and efficiently resolving failures. Organization: Effective management of field-based activities and resources. Working Under Pressure: Ability to handle urgent requests while maintaining quality. Adaptability: Flexibility to manage diverse scenarios and technologies. Empathy: Sensitivity to understand users’ needs and challenges. Time Management: Prioritizing support tasks to meet SLAs and deadlines. Teamwork: Collaboration with other departments to resolve complex issues. Results Orientation: Focus on resolving tickets quickly and effectively. Customer Focus: Commitment to user satisfaction and positive service experience. **Requirements and Qualifications** On-Site Technical Support: Experience diagnosing and resolving issues on-site. Hardware Knowledge: Repair and maintenance of desktops, laptops, printers, and mobile devices. Networks and Infrastructure: Basic configuration of LAN/WAN networks, Wi-Fi, and structured cabling. Software Installation: Proficiency in installing, updating, and configuring operating systems and applications. ITSM Tool Administration: Use of platforms such as Freshservice, ServiceNow, or similar for ticket management. Ticket Management: Organization and prioritization of tickets for efficient resolution. Equipment Monitoring: Ability to implement remote monitoring solutions. Inventory Management: Tracking and updating field assets. Problem Diagnosis: Capability to identify and resolve hardware and software failures. Process Automation: Use of tools to automate maintenance and support tasks. Information Security Knowledge: Basic practices to protect devices and networks. Preventive Maintenance: Planning and execution of actions to prevent future failures. User Training: Ability to guide users on proper equipment and system usage. Technical Documentation: Recording of procedures and service reports.