Job Description

Desktop Technician will provide daily local or remote support for desktop-related 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 2-5 years of experience in supporting Windows Desktop environments.

The scope of support encompasses the Client Windows platform, encompassing desktop and end-user 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 end-user break/fix issues and other support-related 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, OS-X

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.