Desktop EUC L1

Job Purpose:
The Desktop Support Technician is a physical presence service to provide second-line support at customer locations. The desktop support technician is responsible for performing tasks to agreed-upon service levels as well as meeting customer satisfaction measures.
In addition, the technician is also required to provide hands-on and eye support for Customer/OEM Subject matter experts in diagnosing and resolving incidents with regard to network and compute devices.

Main Duties and Responsibilities:

• Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications.
• Install, upgrade, support, and troubleshoot end-user workspace hardware such as Desktop , Laptops , Printers, Mobile Devices, Video and conferencing equipment, and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• To follow and execute instructions provided by subject matter experts
• Provide onsite hand-and-eye support to customers / OEM SME's towards installation, upgrade, support, and troubleshooting of devices in the network and compute environment
• To assist users with any logged IT-related incident when called upon
• To 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
• To accurately record, update, and document requests using the IT service desk system
• To 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
• To be a highly motivated team player with the skills and ability to manage changing priorities
• To create, maintain, and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Be willing to attend training as necessary to keep up-to-date with the latest technology and internal system processes
• To attend training courses as identified and agreed for appropriate development
• To contribute towards reporting as per customer requirement
• Any other tasks as assigned and within the skill set of the person.

Technical Skills

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, MS Outlook, etc.
• Good working knowledge of operating systems such as Windows and Mac-related software and applications
• 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, in particular BlackBerry and iPhones
• Experience with building, configuring, replacing, and troubleshooting 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 environments

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Soft Skills & Appearance:

• Exceptional customer-facing skills
• Able to communicate clearly and effectively both with the customer
• Logical and analytical approach to work
• Accurate record keeping
• Able to work unsupervised
• Good timekeeper
• Intense focus on quality work
• Productive and Efficient
• Able to operate within customer standard operating procedures
• Able to maintain professional demeanor under stress
• To be at all times appropriately dressed for the customer environment
• Good standards of grooming and personal hygiene

Experience

• 2 - 4 years' experience working in a similar environment as described above

Education and Qualification

• Education to the mandatory level in the relevant country

Training and Certifications

• CompTIA A+ , MCP/MCSE are desirable certifications
• OEM certification is desirable.
• Knowledge of ITIL and experience of working within an ITIL environment would be beneficial.

Language Skills:

• To Customer-Fluency in local language as per the geographical and cultural requirement
• English speaking to a good standard

Mandatory Skills

Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC