Desktop Engineer L1

Key Responsibilities

1. Provide onsite and desk side support services to end users.
2. Troubleshoot PC related problems at the direction of CLIENT level 2 or SPOC.
3. Complete incidents and requests within SLA in pressurized environment.
4. Build, configure and troubleshoot Install “Gold” image on Customer PC and laptop applications and hardware components.
5. Ensure tickets are updated on a daily basis.
6. Support meeting room environment and video conferencing.
7. Support printers, scanners and other peripherals.
8. Support mobile devices, such as iPads, iPhones and Android devices.
9. End-User Data back-up and restoration when required in the course of a service incident.
10. Smart hands support for data center equipment as per required SLA (in specified locations).
11. As directed by CLIENT, Tech support will assist in troubleshooting the data center devices.
12. Replace defective components/cards in data center equipment as advised by CLIENT Tech Support, e.g., remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites.
13. Import/Export tapes to the tape libraries as advised by CLIENT tech support.

Behavioral Skills Required

1. Individual must have good customer facing skills and be well presented.
2. Demonstrates independent and pro-active thinking.
3. Builds effective relationships both within the team and across the business and Professional Services.
4. Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
5. Must be able to work alone and unsupervised, taking the initiative when necessary.
6. Must be organized and prioritize work appropriately.

Technical Skills & Experience Required

1. Must have experience of using a Call Logging system.
2. Must have good working knowledge of Windows 7/10 and related Office applications.
3. Support experience of MACs would be beneficial.
4. Knowledge of mobile devices, in particular Androids and iPhones.
5. Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
6. Familiarity with Microsoft SCCM.
7. Ability to replace defective parts, as identified by CLIENT.
8. Excellent hands-on experience in installation and troubleshooting DC equipment, Rack and Stack of the DC equipment/cable.
9. Excellent communication skills are mandatory in English and Local language.

Desired Educational Requirements

1. Completion of CompTIA certifications – e.g. A+, Network+ etc.
2. Completion (or near completion) of Microsoft certifications – e.g. MCP, MCITP, MCSE etc.