Hardware Technician (On Call)

Key Responsibilities:Provide L1 technical support for desktops, laptops, printers, and mobile devices (Windows & macOS).Manage user accounts, passwords, and permissions in Active Directory (ADDS).Support group policy management and user profile configurations.Assist with software deployment, patching, and inventory management via SCCM.Perform incident resolution and request fulfillment through ITSM tools (e.g., ServiceNow, Remedy, etc.).Install, configure, and troubleshoot Microsoft Office 365, VPN, and collaboration tools (Teams, Outlook).Support end users in configuring network drives, shared folders, and printers.Escalate unresolved technical issues to L2/L3 or vendor support when required.Maintain proper documentation of incidents, resolutions, and daily operations.Adhere to SLA and ITIL processes for efficient ticket handling and service delivery.