Senior Desktop Engineer

Senior Desktop Engineer

Location:41 Madison Avenue, 35th Floor, New York, New York 10010

Responsibilities

• Address IT issues/tickets raised by users for Hardware, software, and networking

• Image IT equipment s as per COE standards

• Walk customers through installing applications, peripheral devices

• Guide users with simple, step-by-step instructions

• Conduct remote troubleshooting

• Record technical issues and solutions in logs

• Ask targeted questions to diagnose problems

• Direct unresolved issues to the next level of support personnel

• Follow up with users to ensure their systems are functional

• Report customer feedback and potential product requests

• Help create technical documentation and manuals

• Upkeep health and compliance of endpoints and IT infra

• Create Purchase requests for new requirements

• Create waybills to ship IT equipment

• Ensure adherence to relevant company procedures and policies

Requirements

• Good speaking and written language skills English

• Proven work experience 5 + years as a Desktop Support Engineer or Technical Support Specialist or similar role

• Hands-on experience with Windows & Mac OS environments

• Working knowledge of office automation products and computer peripherals, like printers and scanners

• Knowledge of networking, endpoint security practices and anti-virus programs

• Ability to perform remote troubleshooting and provide clear instructions

• Excellent problem-solving and multitasking skills

• Exceptional Customer Service skills.

• Keen attention to detail.

• Able to prioritize and perform Service Desk tasks

• Ability to work various shifts

• Manage Client Audit Requirements and provide evidence on a timely manner

• Must have a working understanding of the ITIL framework.

• Energetic, responsible, self-motivated, and able to work in a Team environment under minimal supervision.

• Customer-oriented attitude

• Degree / diploma in Computer Science (preferred)

• Able to travel to different offices within/outside the country (if required)

• MCSA/MCSE/CCNA would be an added advantage