01Overview
Role description
This role is responsible for delivering comprehensive onsite IT support services to end-users and VIP clients. The position requires strong technical expertise, excellent communication skills, and the ability to manage multiple responsibilities across hardware, software, and network domains.
The candidate will act as the primary point of contact for local IT operations, ensuring the smooth functioning of devices, meeting rooms, and network infrastructure.
Key Responsibilities
1. VIP and End-User Support
Provide high-quality, personalized IT support for VIP users and general employees.
Ensure quick resolution of issues to minimize downtime and maintain productivity.
2. Hardware Break-Fix / DSS / IMAC
Perform troubleshooting and repairs for desktops, laptops, and peripherals.
Manage Device Support Services (DSS) and IMAC (Install, Move, Add, Change) activities efficiently.
3. Smart Hands Support
Act as onsite technical assistance for remote teams.
Execute tasks such as cable management, hardware installation, and basic network troubleshooting under remote guidance.
4. Audio-Video / VC Room Support
Set up and maintain AV and video conferencing equipment for meetings.
Provide real-time support during critical sessions to ensure seamless connectivity and functionality.
5. Device Onboarding / Offboarding
Handle provisioning and de-provisioning of user devices.
Ensure compliance with security and asset management policies during onboarding and offboarding.
6. Local Asset & Inventory Control
Maintain accurate records of IT assets and inventory.
Conduct periodic audits and ensure timely replenishment of stock.
7. Dispatch Coordination
Manage technician dispatch schedules for onsite support.
Ensure timely allocation of resources based on priority and SLA requirements.
8. Local Vendor & ISP Coordination
Liaise with local vendors for hardware repairs and procurement.
Coordinate with Internet Service Providers (ISPs) for connectivity issues and upgrades.
9. Local Network Support
Provide first-level troubleshooting for LAN/WAN issues.
Assist with network device installations and configurations as required.
10. User Guidance & Training
Educate users on IT best practices, tools, and security protocols.
Conduct training sessions for new technologies or processes.
11. Documentation & Reporting
Maintain detailed logs of incidents, resolutions, and asset movements.
Prepare periodic reports for management on IT operations and performance metrics.
Required Skills & Qualifications
Strong knowledge of hardware troubleshooting and IMAC processes.
Familiarity with AV systems, networking basics, and IT asset management.
Excellent communication and customer service skills.
Ability to work independently and coordinate with multiple stakeholders.
Experience in vendor management and dispatch operations.
Skills
Asset Management, EUS, AV Support
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the worlds best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients organizations. With over 30,000 employees in 30 countries, UST builds for boundless impacttouching billions of lives in the process. .
