Desktop Support Engineer

Your tasks

Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have minimum 2 years related field experience in End User support including VIP support, this position requires the ability to work in a project-based environment requiring flexibility and teamwork. Position Responsibilities and Functions

§ Provide first/second level contact and problem resolution for customer issues.

§ Installation and configuration – Desktop / laptop/ Printer/Server/ Networks etc.

• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, Windows 11 and Microsoft Office 2010, Microsoft Office 365 and any another authorized desktop application.
• Install, upgrade, support and troubleshoot for printers, computer hardware.
• Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
• Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
• experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

§ Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding/desktop support, printers

§ Provide Hands and eyes support to visually verify the state of a device and to perform tasks at the direction of a remote support subject matter expert to rectify an Incident.

§ Taking ownership of issues through to resolution on all appropriate requests as per the SLAs

§ Performing asset inventory activities as needed.

Requirements

§ Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

§ Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone etc.

§ Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office

§ Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

§ Excellent communication relationship-building and internal customer service skills.

Other

§ Background verification is mandatory