Senior Desktop Support Engineer

Responsibilities

• Support all applications including global applications, coordinating with second level teams for issue resolution.
• Install and configure desktops, laptops, mobile devices, and peripherals, ensuring configurations align with user needs.
• Manage print queues, troubleshoot printer issues, and coordinate with vendors for device setup and repairs.
• Provide onsite and remote technical assistance to end-users, managing the ticket queue and ensuring timely resolution.
• Develop and maintain standard configurations, documentation, and procedures, collaborating with vendors for support.
• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
• Support IT needs for on-site or off-site events, including site setup and stand-by support.
• Provide IT support during disaster recovery and emergency situations, adhering to SLAs and ITIL processes.
• Support O365 and related activities, managing Active Directory, DNS, Group Policy, and networking tasks.
• Communicate effectively with users, senior management, IT teams, project teams, and vendors, managing multiple stakeholders.

Qualifications

• Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.
• Excellent understanding of Windows 10/11, Android, Mac OS, MS Office, basic LAN/WAN issues, Wi-Fi configuration, and application software.
• Experience with VOIP phones and software installations.
• Good understanding of O365 and related support activities.
• Strong people skills to manage multiple stakeholders.