Job Description: . Adhering to SLAs . Minimum 5yrs hands on experience as deskside/Onsite support/local IT engineer . ITIL Processes awareness and adhering to Reporting to the Track Lead/Team Lead . Handling tickets / requests to troubleshoot the nature of reported problems and taking necessary steps to resolve those problems . Troubleshooting technical issues . Ensuring that the processes are adhered to . Building and configuring PCs and laptops as well as loading software, Setup applications like outlook, Wi-Fi, VPN and Backup Setup and troubleshooting printer/faxes/copiers/RF guns or phone equipment in offices. . Tracking work tickets on ITIL based ticketing system like Service Now & Remedy . Troubleshooting network connectivity issues and diagnosing and solving hardware/software issues. . Performs repairs on computers, laptops, printers and any other authorized peripheral equipment . Improves and maintains customer and employee satisfaction . Performing asset inventory activities as needed . Create documentation for process and procedures . Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives . Providing frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnosis.