Desktop Support Engineer

• The Desktop Support Technician is an on-site representative at customer locations, working closely with the customer's IT team to provide the required services.
• The Desktop Support Technician provides a physical presence service to deliver second line support at customer locations, performing tasks to agreed service levels while meeting customer satisfaction measures.
• The technician is also required to provide Hands and Eyes support for Customer/OEM Subject Matter Experts in diagnosing and resolving incidents with regards to Network and Compute devices.

Main Duties and Responsibilities

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorised desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktops, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorised peripheral equipment and devices.
• Troubleshoot hardware, software, operating system, and connectivity issues.
• Support Windows 10/11, Microsoft 365 applications, and enterprise productivity tools.
• Manage incidents and service requests through Service Now or equivalent ITSM platforms.
• Perform general preventative maintenance tasks on devices and software.
• Follow and execute instructions provided by Subject Matter Experts.
• Provide onsite Hands and Eyes support towards install, upgrade, support and troubleshooting of devices in Network and Compute environment.
• Assist users with any logged IT-related incident when called upon.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Accurately record, update and document requests using the IT service desk system.
• Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Be a highly motivated team player with the skills and ability to manage changing priorities.
• Create, maintain and publish relevant support documentation in order to assist all end users with the quick resolution of their incidents and service requests, enabling users to become more self-sufficient.
• Attend training as necessary to keep up to date with the latest technology and internal system processes.
• Attend training courses as identified and agreed for appropriate development.
• Contribute towards reporting as per customer requirement.
• Any other tasks as assigned and within the skillset of the person.
• Technical Skills

Experience: 2 – 4 years' experience working in a similar environment as described above.

Education & Qualification: Education to the mandatory level in the relevant country.

• Good general understanding of IT principles such as Networks, Hardware and Domains.
• Working knowledge of leading software packages such as MS Office and MS Outlook.
• Good working knowledge of Operating Systems such as Windows and Mac related software and applications.
• Support Active Directory, Azure AD, Exchange Online, and Microsoft Entra ID.
• Perform asset management, inventory control, and lifecycle management.
• Good experience in End User device hardware and software troubleshooting.
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, including i OS and Android platforms.
• Experience with building, configuring, replacing and troubleshooting End User Computing (EUC) hardware components.
• Awareness of Data Backup principles.
• Familiarity with virtual, MDM and VPN environments.
• Basic knowledge and familiarity with devices in Network and Compute environment.

Desirable

Knowledge of ITIL and experience of working within an ITIL environment would be beneficial.

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