Desktop Engineer L1

Technical Requirements

• 6 to 8 years in Field Services / Onsite Support Services
• PC/Mobile/Hardware Hands & Eyes
• Meeting Rooms & Events Support
• Smart Hands Collaboration & Telephony Equipment
• Office Moves and hands-on Office Move Projects
• Good technical knowledge of Windows operating system (Windows 10 and 11)
• Knowledge of Microsoft Office 2016 (Office 365)
• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Ability to perform remote troubleshooting and provide clear instructions
• Experience in Handling Windows Imaging Project
• Experience in software development, processes, and methods
• Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools
• Knowledge of SCCM and Intune administration
• Knowledge of mass OS deployments
• Experience maintaining multiple OS images and hardware models
• Experience with Microsoft’s OEM Pre-installation Kit (OPK) tools
• Knowledge of PXE and DHCP functionality

Soft Skills

• Strong interpersonal skills
• Good documentation skills
• Good working knowledge of MS OFFICE (including MS Project and Visio)
• Able to handle unforeseen situations
• Excellent problem-solving and multitasking skills
• High level of acceptance
• Can drive value and its methodology
• Proven ability to deliver improvements that provide greater value to the customer and business through more efficient delivery and/or lower costs
• Experience working in an Operational environment alongside other technical and operational teams, ensuring effective collaboration
• Experience in the management of multi-discipline teams in distributed locations
• Demonstrable results in a business customer-facing role, with a track record of delivering

Responsibilities

• Bulk refreshes (Smart Hands GLOPAS)
• Refresh PC support with individual users
• Management of existing Recycle cages at Customer sites
• Management of any existing Loaner lockers at Customer sites
• Coordination for Laptop provisioning to New starters
• Laptop configuration for New starters
• Assist with Problems – driver updates/patching/firmware
• BTO requirements
• Asset management
• Coordinate Asset repair and Break-fix with equipment provider
• Hardware storage utilizing Customer’s on-site storage provisions
• Couriers/packaging utilizing Customer’s on-site courier/packaging service
• Communicate designated points of contact at each site from Facility Management
• Coordinate goods receipt with on-site Facility Management
• Coordination and getting on-site assistance from Facility Management
• Desk setup/maintenance (In Country or FM)
• Hardware Troubleshooting (Mobile / Tablet)
• Software Troubleshooting (Mobile / Tablet)
• Issue handling
• Coordinate Ordering with Equipment/Service Provider
• Coordinate Returns with Equipment/Service Provider
• Networks, GLOPAS, Conferencing, Server/Storage, Printers support
• Support any Crisis Management activity as per the plan and responsibilities
• Defining and setting up a process for local announcements
• Marketing and branding for local announcements
• Content, format, and medium of local announcements
• Planning the local announcement – date, time, venue, and medium
• Making the local announcement with approved content, format, and medium
• Change Advisory Board Meetings and Document Review
• Office Calls and Follow-up actions
• Monthly performance reporting
• IT Induction of new users
• VIP Support (when a country has an IBA)
• Advance forecasting and notification of IBA
• User follow-ups, escalations for tickets, email queries, complaints
• New Starter Tracking: Hardware Orders, AD Account & Phone
• Coordinating WEEE: "Waste from Electrical and Electronic Equipment" with Facility Management and 3rd party vendor
• Coordinating with facility management teams to ensure management of User guides
• Providing training and support for new employees (monthly)
• Assisting users in adapting to new technologies (scheduled quarterly connect session)
• SCCM & OS Troubleshooting
• License & Software Services Team Meetings
• Writing Knowledge Articles
• Reviewing aging articles
• Presenting knowledge items to team
• Reviewing and approving proposed or new Knowledge articles
• OS version updates and Profile recreations (Vulnerability tickets) – if central workplace service team is not able to deploy updates or create profile due to any reason
• General queue monitoring, dispatching tickets, problem tickets

Qualifications

• Bachelor’s degree in technology OR equivalent higher education in I.T.
• Relevant technical certifications, such as: CCNA/A++/CompTIA