IT Network Support (Freelance)

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.

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.

See also