Essential Duties (include but not limited to)

- Support users connecting to corporate networks, including assisting and coordinating access to:

- LAN services (file, print, and core LAN resources)

- WAN connectivity

- Correct LAN segments / VLAN access (as directed)

- Provide network printer/scanner connectivity support including:

- Device configuration

- IP addressing

- Direct TCP/IP printing/output setup

- Provide warranty and break/fix support for networked printers and scanners.

- Create, change, and remove printer configurations and queues based on requests and SLA requirements.

- Support wireless connectivity and end-user network troubleshooting (where applicable).

- Provide onsite operational and technical support to Authorized Users, meeting specified SLAs.

- Resolve incidents and problems related to EUC equipment (desktops, laptops, monitors, peripherals).

- Perform reactive troubleshooting to identify root causes, restore service quickly, and reduce repeat incidents.

- Install, upgrade, configure, repair, and replace EUC hardware and associated peripherals.

- Provide software break/fix, reinstallation, and remediation support for end users.

- Support non-warranty asset replacement and coordinate required parts/logistics where applicable.

- Provide mobile device repair and maintenance support (where within scope).

VIP & Executive Support

- Provide VIP support for equipment including (but not limited to):

- Desktop and mobile devices

- Display screens, video systems, docking stations

- Communication devices

- Direct-attached printers,



local printers, scanners

- Wireless networking accessories and endpoints

- Support users connecting to corporate networks, including assisting and coordinating access to:

- LAN services (file, print, and core LAN resources)

- WAN connectivity

Documentation, Communication & Reporting

- Use the problem management/ticketing database to track, update, and close tickets with complete notes.

- Provide regular, accurate, and timely feedback on customer requirements and onsite findings.

- Maintain timely communication with sales, operations, and branch office personnel as required.

- Communicate technical information clearly to both technical and non-technical stakeholders.

- Provide deskside support services as assigned.

Requirements

Experience

- 4+ years of relevant onsite IT support experience (Desktop Support L2 / EUC / Network Support).

- Technical Skills

- Strong Windows desktop support experience, including:

- Installing, upgrading, and migrating to Windows 11

- Deploying Windows 11 in enterprise environments

- Monitoring and maintaining Windows 10 endpoints

- Configuring hardware, drivers, and enterprise applications

Imaging and migration tools:

- Imaging: Ghost, MDT (or equivalent)

- Backup/Migration: USMT (or equivalent)

- Solid troubleshooting in

- Network connectivity, Laptops, desktops, Printers/scanners (local and network), queue creation, TCP/IP printing

Language

Able to communicate effectively in English + local language (written and spoken), minimum B2.

📌 IT Network Support (Freelance) (Engativá)
🏢 Brilliant Computers
📍 Engativá