IT Network Support (Freelance)

Essential Duties (include but not limited to)

• Support users connecting to corporate networks, including assisting and coordinating access to:
  
• LAN services (file, print, and core LAN resources)
  
• WAN connectivity
  
• Correct LAN segments / VLAN access (as directed)
  
• Provide network printer/scanner connectivity support including:
  
• Device configuration
  
• IP addressing
  
• Direct TCP/IP printing/output setup
  
• Provide warranty and break/fix support for networked printers and scanners.
  
• Create, change, and remove printer configurations and queues based on requests and SLA requirements.
  
• Support wireless connectivity and end-user network troubleshooting (where applicable).
  
• Provide onsite operational and technical support to Authorized Users, meeting specified SLAs.
  
• Resolve incidents and problems related to EUC equipment (desktops, laptops, monitors, peripherals).
  
• Perform reactive troubleshooting to identify root causes, restore service quickly, and reduce repeat incidents.
  
• Install, upgrade, configure, repair, and replace EUC hardware and associated peripherals.
  
• Provide software break/fix, reinstallation, and remediation support for end users.
  
• Support non-warranty asset replacement and coordinate required parts/logistics where applicable.
  
• Provide mobile device repair and maintenance support (where within scope).
  

VIP & Executive Support

• Provide VIP support for equipment including (but not limited to):
  
• Desktop and mobile devices
  
• Display screens, video systems, docking stations
  
• Communication devices
  
• Direct-attached printers, local printers, scanners
  
• Wireless networking accessories and endpoints
  
• Support users connecting to corporate networks, including assisting and coordinating access to:
  
• LAN services (file, print, and core LAN resources)
  
• WAN connectivity
  

Documentation, Communication & Reporting

• Use the problem management/ticketing database to track, update, and close tickets with complete notes.
  
• Provide regular, accurate, and timely feedback on customer requirements and onsite findings.
  
• Maintain timely communication with sales, operations, and branch office personnel as required.
  
• Communicate technical information clearly to both technical and non-technical stakeholders.
  
• Provide deskside support services as assigned.
  

Experience

• 4+ years of relevant onsite IT support experience (Desktop Support L2 / EUC / Network Support).
  
• Technical Skills
  
• Strong Windows desktop support experience, including:
  
• Installing, upgrading, and migrating to Windows 11
  
• Deploying Windows 11 in enterprise environments
  
• Monitoring and maintaining Windows 10 endpoints
  
• Configuring hardware, drivers, and enterprise applications
  

Imaging and migration tools:

• Imaging: Ghost, MDT (or equivalent)
  
• Backup/Migration: USMT (or equivalent)
  
• Solid troubleshooting in:
  
• Network connectivity, Laptops, desktops, Printers/scanners (local and network), queue creation, TCP/IP printing
  

Language

Able to communicate effectively in English + local language (written and spoken), minimum B2.