Workspace Support Technician

Job Summary

Join our team as a Workspace Support Technician based in Thiruvananthapuram, Kerala, providing remote full-time IT support. This role primarily involves managing hardware deployment, deskside support, asset management, shipping coordination for remote employees, and maintaining security and compliance standards.

Key Responsibilities

• Image, configure, and deploy laptops, desktops, and mobile devices to company standards.
• Set up hardware and peripherals including monitors and docking stations for new hires.
• Perform hardware upgrades such as memory and storage updates, and replace components as necessary.
• Conduct scheduled device refreshes and end-of-life replacements.
• Provide deskside support for hardware issues unresolved remotely by Tier 1 and Tier 2 analysts.
• Diagnose and repair hardware failures, coordinate warranties with vendors.
• Support installation, configuration, and troubleshooting of conference room AV and video conferencing systems.
• Manage printer setups, configurations, consumables, and basic troubleshooting.
• Assist with network drop installations, cable management, and physical infrastructure with network engineering team.
• Maintain comprehensive asset management records within the configuration management database (CMDB).
• Oversee hardware inventory control, storage, and reorder processes in coordination with asset management teams.
• Handle secure disposal and recycling of surplus and decommissioned equipment following safety protocols.
• Apply asset tags adhering to company standards for tracking and security.
• Coordinate hardware shipping and receiving for remote employees, including new hires and returning equipment.
• Facilitate secure packaging, shipment tracking, and resolution of logistics issues.
• Support remote diagnostics alongside Tier 1 and Tier 2 teams to determine hardware replacement needs.
• Ensure physical and data security during equipment decommissioning and storage.
• Support audit and compliance efforts related to physical hardware and asset management.
• Document service records, repairs, deployments, and contribute to updated runbooks and knowledge bases.
• Maintain warranty and vendor service documentation for all managed hardware.

Qualifications and Skills

• Between 1 and 3 years experience in field services, deskside support, or IT technician roles.
• Proficiency in imaging and deploying Windows 10/11 laptops in corporate environments.
• Knowledge of hardware components, peripherals, and troubleshooting for laptops, desktops, and mobile devices.
• Experience with asset tracking systems or configuration management databases (CMDB).
• Physical ability to lift and transport equipment up to 50 pounds and work in an office or depot environment.
• Strong organizational abilities and meticulous attention to detail, especially for asset record accuracy.
• Effective English communication skills, both spoken and written.

Preferred Experience

• Familiarity with Mobile Device Management (MDM) or Unified Endpoint Management (UEM) platforms for device enrollment and imaging.
• Experience with conference room audiovisual technologies.
• Experience managing hardware shipping and logistics for remote workforce.
• Prior exposure to IT Asset Management (ITAM) or CMDB tools.
• Certifications such as CompTIA A+ or equivalent.
• Background working within global IT environments with compliance to multi-region hardware standards.