Onsite Desktop Support Engineer

Job Description

Job Description

We are looking for a Onsite Desktop Support Engineer to provide technical assistance to our clients. You will help install, upgrade and troubleshoot hardware and software systems.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions.

You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Note: 

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

This position may requires onsite presence and travel to project / client location/s

Responsibilities

• The Onsite Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization's desktop and laptop computing environment
• This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure efficient workstation performance
• The person will also solve problem areas (in person) in a timely and accurate fashion and provide end-user assistance where required
• Monitoring queues for incidents or requests that require resolution
• Escalate to L3 team /Vendors in case assistance is required to resolve any issue
• Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors
• Prioritizing work based on the impact and urgency of the ticket
• Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
• For open tickets requiring spares and accessories and work closely with asset management team in coordinating them
• Incident lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution
• Fulfilment of Service Requests where necessary
• Track and report status of IMAC requests
• Verify completion of IMACs
• Enable end user / equipment Installs, Moves, and changes (IMAC) Requests
• Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
• User Data Transfer on need basis
• Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners
• Hardware imaging, deployment, and repair management services
• When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal
• Steady State Asset Refresh (Does not include project activity of bulk device replacement)
• Assist asset management team in sharing the IMACs for new installations, movement on floors and carrying out physical verification activities
• Replacement of consumables for network printers and reporting issues to the appropriate vendor
• VIP Support (white glove service)
• Inventory management and labelling of devices within Client office environment
• Handling shipping and receiving requests for movement of end devices within Client office

Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions
• Excellent problem-solving and multitasking skills
• Customer-oriented attitude
• No minimum qualification as long as you have experience