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 install the “Gold” image on customer PCs and laptops, including 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.
• Perform end‑user data backup and restoration when required during a service incident.
• Provide smart‑hands support for data‑center equipment as required by SLA (in specified locations).
• Assist in troubleshooting data‑center devices as directed by CLIENT tech support.
• Replace defective components/cards in data‑center equipment (e.g., remove a module, replace it, and reconnect patch cables) as advised by CLIENT.
• Perform daily tape changes to support local backup routines at required sites.
• Import and export tapes to tape libraries as instructed by CLIENT tech support.

Behavioral Skills

• Good customer‑facing skills and well‑presented appearance.
• Demonstrates independent and proactive thinking.
• Builds effective relationships within the team and across the business and Professional Services.
• Works to specified standards of deportment, conduct, and ethical workplace practices.
• Capable of working alone and unsupervised, taking initiative when necessary.
• Organized and able to prioritize work appropriately.
• Fully vaccinated.

Technical Skills & Experience

• Experience using a call‑logging system.
• Good working knowledge of Windows 7/10 and related Office applications.
• Support experience with macOS devices (beneficial).
• Knowledge of mobile devices, particularly Android phones and iPhones.
• Working knowledge of current and legacy hardware platforms.
• Experience 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 installing and troubleshooting data‑center equipment, including rack‑and‑stack of equipment and cabling.
• Excellent communication skills in English and the local language.

Desired Educational Requirements

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