Overview
On Site
$40,000 - $60,000
Full Time
Skills
Deskside Support Engineer
Deskside Support
IT support
Change Management
Microsoft Windows
Job Details
- Partner will provide
(a) Mid-level analysis and technical support for customers and their networked computers and peripherals.
(b) Interface with multiple levels of end users, management, VIPs and local technical staff.
- Main Responsibilities include:
- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
- Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
- To provide infrastructure administration functions
- Providing on-site cover from 8:00 1700 hours Mon- Fri as part of a shift arrangement
- Being prepared to work out of hours when required and to provide out of hours on-call support cover as required
- Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
- Taking ownership of issues through to resolution on all appropriate requests.
- Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
- Move equipment associated with escalated help desk incidents and service requests
- Performing asset inventory activities as needed.
- Trains and orients staff on use of hardware and software.
- Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
- Works with procurement staff to purchase hardware and software.
- This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
- Technical Skills
- Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc
- Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office
- Administration experience of MS Active Directory users & groups, policies and management concepts
- Effective communication by Engineer in English and local languages is mandatory
- Soft Skills
- Excellent communication and conversation skills (Verbal and Written - English and local language) Additional language skills (English and local language)
- Ability to interact with customers so as to ensure that the service is polite, efficient and responsive
- Strong customer service skills
- Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
- A self-starter with ability to work on their own initiative
- To work through issues analytically to a successful conclusion
- Must be detail oriented and self-motivating
- Experience of managing and leading a geographically and culturally diverse team
- Desired Experience
- At least 2 - 3 years of experience in the field or in a related area required
- Prior experience on Desktops, Workstations, Notebooks and Printers
- Collaboration experience including remote control of PCs and video conferencing knowledge
- Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)
- Strong Microsoft Office skills (Outlook, Word, and Excel)
- Thorough understanding of Outlook's calendaring tool
- Understanding of Exchange functional accounts and how they are used within Microsoft technologies
- Background security check required
- Certification requirements
- Knowledge of basic Networking and other technologies
- Fundamental ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred
- Good to have basic understanding of Client Server Architecture, OS
- CCNA/MCP/MSCA Preferred
- Terms & Conditions
- Willing to sign Service agreement (As applicable)
- Willing to relocate, if required
- Willing to work in 24*7 environment