Desktop Support Engineer
will provide daily local or remote support for desktop-related issues. This includes receiving incoming calls, addressing inquiries, troubleshooting hardware, software, and application problems, and documenting the steps taken to resolve challenges in a ticketing system. The candidate will also be responsible for ensuring customer satisfaction by resolving calls and collaborating with supervisors and managers to maintain consistent operations throughout the IT Support Center.
Desktop Support Engineer primary responsibilities include diagnosing and resolving hardware and software issues, providing analysis for various core operating systems and platforms, and delivering support for approved applications. The ideal candidate should possess 2-5 years of experience in supporting Windows Desktop environments.
The scope of support encompasses the Client Windows platform, encompassing desktop and end-user technologies, collaboration tools, mobile technologies, printing, as well as laptops and mobile devices. Additionally, this role involves assisting with video conferencing, network and remote access, and collaborating closely with the Service Desk to address end-user break/fix issues and other support-related functions.
Duties & Responsibilities:
Provide support on Client Windows platform, for desktop/end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop/mobile devices all, video conferencing, network/remote access this position works collaboratively with the Service Desk for end user break/fix and other support functions.
Duties shall include, but not be limited to:
- Diagnosing and troubleshooting desktop system, printer and operating problems
- Consulting and instructing users on hardware and software questions/issues.
- Collaborate with other IT Services Data Center and Network Infrastructure teams.
- Install, maintain and upgrade equipment and its associated infrastructure.
- Runs diagnostic tests to isolate system problems as well as proactive activities.
- Operating Systems Windows, OS-X
- MS Office (Windows and knowledge of Mac) software
- Experience with Remote Support technologies such as Remote Desktop (Microsoft), Apple Remote Desktop, VNC
- Hands on experience removing viruses and spyware using various tools (Windows)
- Identifies, researches, and resolves technical problems, including forming an RCA.
- Responds to telephone calls, email, service tickets, and dispatched requests for technical support.
- Documents, tracks and monitors the problem to ensure a timely resolution within an effected SLA.
Work Experience
- Commercial experience in an IT support technician role that includes 2 years of technical support experience in a hybrid Windows and MAC environment.
- Experience in working with a helpdesk operation, including Windows and Mac clients.
- 2 years’ Experience with mobile applications/products including: iPhone, iPad, and Android Platforms Expertise in iPad / iPhone.
- 2+ years’ experience providing technical support in a fast paced and constantly changing environment up to executive management level.
- Good working knowledge of Active Directory
- Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 and O365
- Knowledge of popular operating systems, software applications, and remote connection systems: MS Windows, MS office 365, Active Directory, SCCM, DHCP, VPN and others.
Requirements
- English CVs version will be accepted
- A+ Certification or equivalent experience
- Degree/Diploma in Computer Science or Information Technology
- Prove of English Proficiency (Good written and verbal communication skills and English B2 level)
- Excellent written and verbal communication and customer service skills with proven ability to work in fast-paced environments.
- Self-starter that can collaborate actively with others in a cross-functional team.
- Proven attention to detail and high standards for quality
- Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary.
- Skilled in documenting written troubleshooting steps and instructions
- Business professional attire
- Excellent customer service and communication skills, including providing VIP support.
- Advanced knowledge of Microsoft Office suite of applications
- Support of End User for video conferencing units.
- Support of mobile devices
