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Minimum 4-6 years of experience in supporting GETAC Toughbooks/Rugged Case Laptops, preferably in a mobile technology environment. Strong experience in remotely supporting GETAC/Client Toughbooks and other business users and troubleshooting issues efficiently. Experience with SIM card activation processes and experience in configuring SIM cards for Toughbooks devices. Proficiency in downloading drivers from Getac's website and remotely installing them on Toughbooks devices. Excellent technical troubleshooting skills for Toughbooks hardware, software, and connectivity problems. Knowledge of mobile network technologies and the ability to diagnose and resolve network-related issues. Strong documentation and organizational skills to maintain detailed records and update knowledge base article. Effective communication skills to provide clear instructions and support to Toughbooks users. Ability to work independently and prioritize tasks to meet support service level agreements (SLAs A proactive and customer-focused attitude, striving to deliver exceptional support and user experience. Experience in handling calls as part of IT Service model by maintaining Average speed to answer (ASA), First call resolution (FCR), CSAT Participate in Major incident management process. Familiar with Incident management, Change management, Problem management, Service Request Familiar operating with ServiceNow ITSM tool Basic knowledge on Asset tracking and updates Good knowledge on mitigating vulnerabilities and patching device Participate in Hardware and OS refresh activities.