Senior Desktop Support Engineer

Responsibilities

• Support all applications including global applications by coordinating with second level teams.
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Provide onsite and remote technical assistance to end users.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement.
• Develop standard configuration and documentation, and develop installation and configuration procedures documentation (KB/KEDB and SOPs).
• Cook with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement).
• 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.
• Support O365 and related support activities.
• Manage Active Directory User/Group Management, DNS, Group Policy, Networking, and Firewall.
• Provide 2nd line technical support, incident & problem management through effective management of Service Desk Tool.
• Work within SLAs and ITIL processes.
• Communicate effectively both verbally and in writing.
• 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, Software installations.