Desktop Support Engineer SEY

4 days ago

Cascade, United States Brilliant Computers Full time

Desktop Technician will provide daily local or remote support for desktoprelated 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 25 years of experience in supporting Windows Desktop environments.

The scope of support encompasses the Client Windows platform encompassing desktop and enduser 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 enduser break/fix issues and other supportrelated 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 OSX
  • 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


Requirements Degree/Diploma in Computer Science or Information Technology
Prove of English Proficiency (Good written and verbal communication skills and English B2 level)
Proven work experience as Desktop Support Engineer or Support Technician.
Advanced knowledge of computer hardware systems chip sets memory modules and peripherals.
Knowledge of popular operating systems software applications and remote connection systems: MS Windows MS office 365 Active Directory SCCM DHCP VPN and others.

Job description Provides break Fix, fault diagnosis, and resolution. Providing fault analysis to customers various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. The ideal candidate should have 1-3 years of experience in Windows Desktop supports. Responsibilities Provide first/second level contact and problem resolution for customer issues. * Work with Third Party Vendors to remediate complex AV issues as needed. * Provide timely communication on issue status and resolution. * Maintain ticket updates for all reported incidents. * Install, upgrade, support, and troubleshoot Windows 10, 11, and mac * Windows 10 and Microsoft Office 2010 or higher, Cisco Jabber, another authorized desktop application. * Should have basic knowledge of the Mac operating system, to support Apple pc users. * Install, upgrade, support, and troubleshoot for printers, and computer hardware. * Performs general preventative maintenance tasks on computers, laptops, and printers. * Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment. * Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. * Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms. * This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. * Minimum of 18 months years of IT experience. * Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

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