Desktop Support Engineer L1

Responsibilities

• Installing, configuring, and maintaining desktop computers, peripheral equipment, and software within established standards and guidelines
• Hardware/software troubleshooting and resolution
• Performing IMAC (Install, Move, Add, Change) services for IT assets, and supporting mobile phone and non-PC equipment such as scanners and printers
• Offering VIP support with tailored, high-touch service and managing audio-visual, conferencing, and technologies
• Network & Sharing printer installation
• Office 365 support
• Coverage/compliance software installation and troubleshooting
• Maintaining IT inventory, coordinating vendor support, and assisting with procurement
• Supporting Mac devices
• Strictly adhering to defined Service Level Agreements (SLA’s)
• Supporting recurring meetings, events, and after-hours activities as required
• Documenting incidents, problems, and resolutions for future reference and for the knowledge base

Requirements

Good communication skills and good knowledge of DHCP, DNS are required.

Skills

Good to have skills include L1 level network troubleshooting and resolution for LAN Connectivity, hands & feet support to Backend team for Network/Server/application issue, working with vendor support contacts to resolve technical issues, labelling Racks & devices, server mounting/movement, and hands & feet support for DC (Compute, Storage, Backup, Network).

Specific hands & feet support requirements include device reboot, console connection for remote access, cable/SFP removal/insert, cable replacement, racking/stacking, etc. Note: Engineers are expected to bring their own protective eyewear and composite-toed shoes.