Desktop Support L1

About the role

Experience 1-3 Years As an onsite support technician, experience in service delivery and end-user hardware and software configuration troubleshooting and providing quality services to the end users, which includes the following key roles and responsibilities, but not limited to:

Responsibilities

• Provide customer-facing end-user support that includes installing and configuring desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform break-fix, desk-side support, IMACD’s, data migration, refreshes, etc.
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users.
• Identify potential issues that could adversely impact end‑user experience and follow through on action steps to prevent them.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Respond to end‑user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end‑user support (e.g., hardware vendor technicians for warranty repair/replacement).
• Perform end‑user support‑related security and controls and compliance‑related tasks such as access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Provide IT support for on‑site or off‑site events and meetings, including site setup, coordination with venue IT/AV contacts and stand‑by support.
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide on‑call support if required outside business hours on a rotational basis.
• Provide hand and feet support for network data and voice devices (FSO Telecom tasks): installation of IP, wireless, analog, and digital phones (Avaya, Nortel, Cisco, Siemens, Mitel, etc.).
• Configure phones using SOP and manage phones’ movement.
• Update the inventory of phones, peripherals, and system cards (like TDM, digital, and CPU cards) to the network voice team.
• Test cables using a tester for IP phone and TDM phones from patch panel to user’s desk.
• Punch cables for different types of panels (patch panel, IDF, MDF) for Krone, using Krone tools and punching tool.
• Update circuit inventory and vendor details for the service provider to the network voice team.
• Coordinate with local vendors for ISP, OEM, channel supplier, and other teams.

Qualifications

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education and experience.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem‑solving ability.
• CompTIA A+ certification or equivalent certification.
• Flexible for travelling to remote sites or clusters.
• Provide assistance for network‑related issues.
• Should be able to lift weight up to 30 lbs at waist level.