Desktop Engineer L1

Responsibilities

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure and troubleshoot Install “Gold” image on customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environment and video conferencing.
• Support printers, scanners, and other peripherals.
• Support mobile devices, such as iPads, iPhones, and Android devices.
• End-User Data backup and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA (in specified locations).
• As directed by CLIENT Tech support will assist in troubleshooting the data center devices.
• Replace defective components in data center equipment as advised by CLIENT Tech Support, e.g., remove a module and replace it, reconnecting patch cables. Daily tape change in support of local backup routine in required sites.
• Import/Export tapes to the tape libraries as advised by CLIENT tech support.

• The individual must have good customer-facing skills and be well presented.
• Demonstrates independent and pro-active thinking.
• Builds effective relationships both within the team and across the business and Professional Services.
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Must be organized and prioritize work appropriately.
• Fully vaccinated techs.

• Must have experience of using a call logging system.
• Must have good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial.
• Knowledge of mobile devices, in particular Android and iPhone.
• Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by CLIENT.
• Excellent hands-on experience in installation and troubleshooting DC equipment, rack and stack of the DC equipment/cable.
• Excellent communications are mandatory in English and local language.

• Completion of CompTIA certifications — A+, Network+, etc.
• Completion (or near completion) of Microsoft certifications — MCP, MCITP, MCSE, etc.

About the company

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