Desktop Support Engineer
Teamware Solutions
Job description:
- A comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications is required.
- Application support: Include all applications in the computer. If this is the global application, coordinate with the second level team to resolve the issues.
- PC: Desktop/Laptop installation, book end users' schedule for upgrade/refresh, perform users' existing computer system/software/data/printer installed/configuration settings intake before any upgrade/refresh, and ensure they are as per order in the upgraded/refreshed computer.
- Printers: Support all printers, support network configuration, driver installation, and vendor coordination for setup/repair of faulty devices, etc.
- Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software.
- Excellent understanding of Windows 10/11 OS, Android OS, Mac OS, MS Office, Basic LAN /WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations
- Provide onsite and remote technical assistance to End Users.
- Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
- Develop standard configuration and documentation, develop installation and configuration procedures documentation (KB/KEDB and SOPs)
- Coordinate with vendors for the provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement)
- Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
- Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support
- Provide IT support for disaster recovery and immediate response in the event of emergencies at local sites.
- Good understanding of O365 and related support activities
- Good understanding of Active Directory User/Group Management, DNS, Group Policy, Networking, and Firewall
- Providing 2nd line technical support, incident & problem management through effective management of the Service Desk Tool
- Experience of working within SLAs and ITIL processes
- Effective written and verbal communication skills
- Very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.
Vacancy posted 4 days ago
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