Desktop Support Engineer

Key Responsibilities:

• Support onboarding and offboarding of users including shipping of assets within defined timelines, IT support during catastrophic events.
• Performed asset management, stock-keeping and US sites documentation.
• Work with vendors, clients, carriers and technical staff and perform other duties as assigned.
• Provide logistical support to local IT facilities, guiding and maintaining software and

hardware device implementation, and testing.

• Interact with VIP users for IT support and manage expectations with timely resolution of issues raised.
• Configure and Support conference Devices that reside in conference rooms at Client Locations and provide Support to End Users during team meetings.
• Support all peripherals connected to End User Devices, Packing, unpacking of hardware (laptops, servers, any other peripherals)
• Submit warranty parts requests, where applicable, to the vendor support team.
• Managed and prioritised incoming emails, tickets and calls in order of urgency and responded accordingly.

• Support users issues related to hardware, software and ensure that it is resolved on priority.

Functional Knowledge

• Windows 11 , Intune Autopilot
• Apple Devices (iPhone and iPad)
• Knowledge of build process and use of client imaging products
• Knowledge of LAN/WAN/WiFi/VPN
• Anti-Virus and Encryption software
• RingCentral Telephony system
• Printing/Scanning
• Understanding of operational KPI s and SLA s
• Capability on following tools would be preferred:
• Autopilot, Windows 10 Pro/11 with Zscaler, Intune, Crowdstrike, bitlocker, Forticlient VPN and Office 365

Skills

• Proactive identify and resolve issues
• Ability to investigate, to think logically and reason out problems
• Ability to prioritise workload and work on own initiative
• Excellent time management and organisational skills
• Capable of working to tight deadlines
• Assess end user s requirements and offer training to further end user s own understanding
• Communicates clearly and succinctly both written and orally, have strong leadership skills and presents ideas in a business-like manner.
• Ability and inclination to learn new skills as required

Demonstrate attention to details