Apptad - L2 Desk Side Support Technician

Key Responsibilities: ServiceNow Ticket ManagementManage and resolve incidents and service requests using ServiceNow ITSM platformAccurately log, categorize, and update tickets with required details throughout the lifecyclePrioritize tickets based on business impact and urgency, ensuring SLA complianceEscalate issues to appropriate resolver groups when requiredMonitor assigned queue and maintain ticket ownership until resolutionEnd-User Support (Onsite & Remote) Provide deskside and remote support for: Laptops, desktops, docking stations, and mobile devices, including both Windows and Mac OS devicesMicrosoft 365 applications and enterprise toolsIntune, Azure and Entra knowledge and understandingTroubleshoot hardware and software issues and restore service quicklyDeliver high-touch support aligned with Allianz customer experience expectationsDevice Deployment & Lifecycle (IMAC / JML) Perform IMAC activities (Install, Move, Add, Change) for end-user devicesSupport Joiner/Mover/Leaver (JML) processes, including: New hire onboarding (device build, setup, Day 1 readiness) Equipment refreshes and replacementUser offboarding and asset recoveryImage, configure, and deploy devices using standard enterprise buildsOnsite Operations & Smart Hands SupportAct as onsite IT point of contact for end users and local business unitsProvide smart hands and eyessupport for infrastructure teams (network, server, telephony, printers) Coordinate with Service Desk, engineering, and vendor teams for issue resolutionSupport hardware break/fix, vendor repairs, and logistics coordinationSLA & Performance ComplianceMeet or exceed defined ServiceNow SLAs, including: Incident response timesResolution timelines (MTTR targets) Maintain high ticket quality and documentation standardsSupport reporting accuracy by ensuring tickets are properly updated and closedDocumentation & Continuous ImprovementDocument troubleshooting steps, fixes, and processes in knowledge baseIdentify recurring issues and support root cause analysisMonitor ticket trends and recommend process or service improvementsContribute to operational documentation and service communicationsQualificationsRequiredExperience in enterprise deskside or IT support environmentHands-on experience with ServiceNow or similar ITSM toolsKnowledge of Windows OS, laptops, mobile devices, and enterprise applicationsKnowledge of Mac OS, laptops, mobile devices, and enterprise applicationsExperience working in SLA-driven support environmentsCustomer-focused with excellent communication skillsPreferredExperience supporting Allianz or similar large enterprise environmentsFamiliarity with endpoint management tools and device imagingExposure to ITIL processes (Incident, Problem, Change Management)

Key Skills: Strong troubleshooting and problem-solving abilityAbility to manage multiple tickets in a high-volume queueStrong prioritization and time management skillsAbility to work independently and collaborativelyWorking EnvironmentEnterprise office environment supporting a large, distributed user baseHigh-volume ServiceNow queue with SLA-driven performance expectationsClose collaboration with: Service Desk (remote support) Engineering teamsThird-party vendors and suppliers