Desktop Support Engineer

About the role

The Desktop Support Analyst role involves handling incidents, service requests, and break-fix support for end-user computing equipment and peripherals at designated locations. This includes troubleshooting, repairing, and replacing failed components, as well as managing support for removable approved external devices.

Responsibilities

• Handle Incidents, service requests, and break fix support following the priority and service levels.
• Continued monitoring of Service Management tool for new incidents/service requests.
• Escalation of incidents to appropriate groups if the issue requires another team's attention.
• Troubleshooting and repairing workstations and peripherals to ensure proper operation.
• Document the details of incident resolution.
• Repair and replace failed components.
• Replace non-operating equipment with equipment from operating stock.
• Update client asset management system to reflect any changes in the equipment status.
• Provide monthly reviews of inventory levels.
• Manage support for removable approved external devices.
• Provide smart hands support for server racking, cabling, hard reboots at staffed locations.
• Install, remove, and support for desktop OS or any client-approved software.
• Manage desktop computing hardware and software inventory records.
• Maintain spare pools at staffed locations.
• On-site hands-on support for IT infrastructure, network storage, and compute.
• Escalate product-related issues and hardware/software bugs to clients or third-party providers as appropriate.
• Trigger disposal process of assets, which will be carried out by the client.
• Install, move, add, and change IMACD (Information Management and Asset Control Department).
• Confirm requirements, scope, and acquire approval, assign to appropriate teams, confirm schedules, and verify completion.

Requirements

• Experience: 7 years of related work experience.
• Knowledge: Sound knowledge of operating system troubleshooting, installing, upgrading, and migrating to Windows latest versions, deploying Windows operating systems in large enterprises, configuring hardware and applications, configuring network connectivity, monitoring and maintaining systems that run Windows operating systems.
• Certifications: Preferably MCSA Windows, MCSE Desktop Infrastructure.

Qualifications

• Sound knowledge of Operating system troubleshooting.
• Sound knowledge of building machines for new joiners.
• Installing, upgrading, and migrating to Windows latest versions.
• Deploying Windows operating system in large enterprises.
• Configuring hardware and applications.
• Configuring network connectivity.
• Maintaining systems that run Windows operating systems.

Skills

• Operating system troubleshooting.
• Building machines for new joiners.
• Installing, upgrading, and migrating to Windows latest versions.
• Deploying Windows operating system in large enterprises.
• Configuring hardware and applications.
• Configuring network connectivity.
• Maintaining systems that run Windows operating systems.

Benefits

• Comprehensive Medical Plan.
• Dental and Vision coverage.
• Short and Long-Term Disability coverage.
• 401(k) Plan with company match.
• Life Insurance.
• Vacation time, sick leave, paid holidays.
• Paid paternity and maternity leave.