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Desktop Support Engineer L1
2 months ago
The Band 1 Desktop Technician will provide day to day localremote desktop support receive inbound calls answer questions troubleshoot and document steps performed to resolve challenges with hardware software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix fault diagnosis and resolution. Providing fault analysis to customer s various core operating systems and platforms as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 12 years experience in Windows Desktop support.
Position Responsibilities and Functions
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install upgrade support and troubleshoot XP Windows 7 Windows 8.1Windows 10 and Microsoft Office 2010 Cisco Jabber another authorized desktop application.
f) Should have basic knowledge of Mac operating system to support Apple pc users.
g) Install upgrade support and troubleshoot for printers computer hardware.
h) Performs general preventative maintenance tasks on computers laptopsprinters.
i) Performs remedial repairs on Desktops laptops printers and any other authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks ServersAudio/Visual Smart Devices and Telecoms.
l) This position requires the ability to work in a projectbased environment requiring flexibility and teamwork. Performs other duties as assigned.
RequirementsRequirements
i. Bachelor Degree or equivalent in Computer Science or related field.
ii. CompTIA A Microsoft Certified Professional (MCP) or better.
iii. Minimum of 12 to 18 months years of IT experience.
iv. Windows 710 Microsoft Active Directory utilization of GPOs MS Office 365
PC hardware installation and troubleshooting Enterprise antivirus solutions
Helpdesk ticketing systems.
v. Mobile device management including IOS and Android devices Enterprise
encryption solutions Windows PC/laptop management via Active Directory.
vi. Proven analytical troubleshooting and problem solving skills.
vii. Proven ability to multitask effectively determine priorities and meet SLA s.
viii. Excellent communication relationshipbuilding and internal customer service
skills.
ix. Adaptable and flexible in a fastchanging industry and work environment.
x. Willing to work offhours and weekends when required for projects or
emergency support.
Must have a legal working permit in the US without needing a sponsorship nor future sponsorship.
Experience: Minimum of 2 years in IT troubleshooting and a good soft communication skills
