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 environments 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)
• Assist in troubleshooting the data center devices as directed by CLIENT Tech support
• Replace defective components cards in data center equipment’s as advised by CLIENT Tech Support
• 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

Requirements

• 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
• Able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices
• Able to work alone and unsupervised, taking the initiative when necessary
• Organized and prioritize work appropriately
• Fully vaccinated

Technical Skills & Experience

• Experience of using a call logging system
• Good working knowledge of Windows 7/10 and related Office applications
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, in particular Androids and iPhones
• 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’s, Rack and Stack of the DC equipment/cable
• Excellent communications are mandatory in English and Local language

Qualifications

Desired educational requirements include completion of CompTIA certifications (e.g. A+, Network+, etc) and Microsoft certifications (e.g. MCP, MCITP, MCSE etc)