Desktop Support Engineer Jobs

Onsite Desk side support Engineer

Roles & Responsibilities

·Provides second-line investigation and diagnosis

·Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

·Escalates unresolved incidents/service requests within agreed timescales

·Logs relevant incident/service request details as per process

·Communicates with client regarding incident progress

·Ensures tickets are updated at all times until issues are resolved

·Complies with Quality Health Safety Environment (QHSE) and IT policies

·Liaises with clients, IT support groups and 3rd party providers when necessary

·Performs staging of PCs

·Performs IMAC (Install, Move, Add and Change) of End user hardware (Laptops, desktops, mobile devices, printers, desk phones, meeting room devices etc).

·Conducts hardware and software maintenance and support

·Troubleshoots and resolves PC incidents and/or VIP requests

·Assists with Site Security Officer (SSO) on IT security issues and virus elimination

·Assists Server Team & network team whenever touch support is required onsite for servers in local server rooms or NW devices at site.

·Creates/maintain documentation

·Special events coverage, meeting room & VCON & voice devices support

·Local network support and/or assists centralized Network team

·Manage the life cycle of hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)

·Maintain server room inventories, room layout and assets list

·Centralized hardware and Spare part stocking and inventory management

·Surplus equipment management

·Break fix services to nearest small sites - leveraging shipping options (Device exchange or Loaner PC)

·Asset disposal services

·Hardware vendor coordination for Break fix

·Imaging & provisioning of devices. Setup and build workstations

·Update AMDB including hardware and software

·PC and other devices - logistics management

·Coordinate activities with third parties to resolve the IT issues or complete service requests

• Providing trainings / demo’s when needed to end users
• Participate in the onsite implementation of simple and complex client change requests.
• Follow standard operating procedures as documented in the knowledge management system.

·Onsite admin tasks e.g. backup, OS migration.

• Manage network related assets and connections
• Network hardware checks and reboots (including on-demand)
• Manage the life cycle of Network hardware, including installation or replacement of back office equipment such as network hardware (routers, switches, wifi controller, wifi Aps)
• Network cable and fiber management for circuit installation

·Activities such as moving and setting up cables, hardware etc

• Physical access, e.g. badges, PIN or biometric
• Maintain inventories, room layout and assets list for server & NW hardware
• Escort service/maintenance providers to server rooms, IDFs or MDFs, office areas or any location to replace equipment, including off-hours when maintenance is required
• Maintain access lists and manage logbooks
• Ensure off-hours presence in case of scheduled maintenance
• Manage decommissions, disposals and transfers of hardware and server rooms and trade in returns to vendors
• Help 3rd parties with troubleshooting within SLA by providing hands and feet support (power checks, visual checks, basic troubleshooting …)
• Manage tape backup and handling
• Power (Uninterruptible Power Supply (UPS), generators, Automatic Transfer Switch (ATS), Power Distribution Unit (PDU)), and cooling (temperature and humidity)
• Collaborate with local site partners to maintain the following systems:
• Receive, rack and power Server hardware and install basic configuration if needed
• Fire detection and suppression
• Maintain and update server room, network cabinets and office areas cabling within server rooms, including cables, fibers and power delivery management

Experience in

Number of Years

Minimum of 3 years in Onsite Desk side/Touch support (Candidates who have previously worked in a technical support environment with good OS knowledge preferred)

Bilingual mandate (French + English)

Soft Skills

•Clear and strong customer focus and relationship

•Good interpersonal and communication skills

•Flexibility and ability to prioritize

•Ability to perform in adverse situations

•Proficiency in English is must with Local Language

•Good analytical and coordination skills are essential

•Strong work ethic, combined with the ability to work independently.

•Bilingual mandate (French + English)

Technical Sklls

•Strong knowledge of desktop/laptop hardware

•Very strong hands-on experience (H/W and S/W)

•Good knowledge of Win 10, Win 7 & MS Office

•Knowledge of Mac OS is preferred

•Understanding of daily operations and delivery processes

•Application / software installation and trouble shooting

•Knowledge / exposure on ticketing tools (Service Now)

•Windows system administration

•Strong Troubleshooting Skills

•Hardware, operating system & software knowledge of laptops, desktops & mobile devices etc.

•Working knowledge of supporting computer peripherals, like printer, scanners etc.

•Touch/smart hands support of all network devices & Servers

•Strong knowledge of server and network hardware

•Very strong hands-on experience (H/W and S/W)

•Strong knowledge of server and network equipment

•Hardware, operating system & software knowledge

•Touch/smart hands support of all network devices & Servers

•Understanding of active directory, networking