Senior Desktop Support Engineer

Responsibilities

• Coordinate with second level team to resolve global application issues.
• Perform user's existing computer system/software/data/printer intake prior any upgrade/refresh and ensure configurations are as per order in the upgraded/refreshed computer.
• Support all printers, configure network settings, install drivers, and coordinate with vendors for setup/repair of faulty devices.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Provide onsite and remote technical assistance to end users, manage ticket queue, and ensure tickets are resolved within service level agreement.
• Develop standard configuration and documentation, installation and configuration procedures documentation (KB/KEDB and SOPs), and coordinate with vendors for end-user support.
• 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 emergency situations at local sites.
• Manage O365 and related support activities, provide 2nd line technical support, incident & problem management through effective management of Service Desk Tool, and adhere to SLAs and ITIL processes.
• Communicate effectively through both written and verbal means, and manage multiple stakeholders including users, senior management, IT teams, project teams, and vendors.

Requirements

Comprehensive understanding of PC hardware, software, operating systems, directory services, printing, and applications.

Excellent understanding of Windows 10/11 OS, Android OS, MS Office, Basic LAN/WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, Software installations.

Good understanding of O365 and related support activities, Active Directory User/Group Management, DNS, Group Policy, Networking and Firewall.

Experience of working within SLAs and ITIL processes, very strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, vendors.