Senior Desktop Support Engineer

Responsibilities

• Coordinate with second level team to resolve issues related to global applications.
• Perform desktop/laptop installation, book user schedules for upgrades/refreshes, 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 software.
• Provide onsite and remote technical assistance to end-users, manage ticket queues, and ensure timely resolution of tickets.
• Develop standard configuration and documentation, and create installation and configuration procedures documentation (KB/KEDB and SOPs).
• Coordinate with vendors for end-user support, work with Level 3 support groups, and assist 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 during disaster recovery and immediate response in emergency situations at local sites.
• Manage O365 and related support activities, including Active Directory User/Group Management, DNS, Group Policy, and Networking/Firewall.
• Offer 2nd line technical support, manage incident and problem management through effective Service Desk Tool management, and adhere to SLAs and ITIL processes.
• Communicate effectively both verbally and in writing, 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, Mac OS, MS Office, Basic LAN/WAN Issues, Wi-Fi Configuration, Application Software Configuration, VOIP Phone, and 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.

Effective written and verbal communication skills.

Strong people skills to manage multiple stakeholders including users, senior management, IT teams, project teams, and vendors.