Desk Side support

Desk side Engineer Role (FTE)

This position assists customers, end users and operating staff with technical support of desktop

computers, applications, and related technology. Interaction with multiple levels of end users,

managers, VIPs and local technical staff is required.

Support includes specification, installation, and testing of computer systems and peripherals

within established standards and guidelines.

Activities require interaction with application software and operating systems to diagnose and

resolve unique, non-recurring problems.

A good understanding of general IT services is required. “Smart Hands” services and

cooperation with subject matter experts to provide “eyes, hands and feet” in support of

Networking Equipment, Servers, Telecoms and other IT related equipment.

Duties include (but are not limited to):

- Accurately testing, identifying, repairing, resolving, and documenting end user technical issues

for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless),

PDAs, BlackBerrys and basic printer support.

- Troubleshooting and resolving software issues. Ability to install, configure, reconfigure or

reinstall software including remote support

- Reimaging computers/hard drives in accordance with customer standards

- IMACD function including installation and decommission.

- Backing up and restoring settings and associated systems administration activities

- Taking ownership of issues from end-to-end to reach a resolution for all appropriate requests

and incidents.

- Categorize and prioritize end user support requests and service requests by utilizing a Remedy

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 to ensure longevity.

- Performs other duties as assigned.

Desired Experience:

- At least 3 years of experience in the field or in a related area required

- Dell/HP Certified Technician for ordering parts through OEM and parts replacement

- Strong Microsoft Office skills (Outlook, Word, and Excel)

- Strong Microsoft operating System installation and troubleshooting skills

- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers

- Broad experience in IT related services with basic understanding of Networks, Intel Servers and

Telecoms

- Ability to resolve requests for client Remotely or in-person.

- Strong customer service skills and TechZone Support Experience

- Ability to Support Events and Retail stores setup

- Ability to work on Windows, MAC, IOS and Android environment

- Ability to provide consistent, excellent customer support to entire staff, representing a variety of

personalities and management levels

- Strong written and verbal communication skills

- Must be detail oriented and self-motivating

- Ability to successfully pass a background security check

- Experience including remote control of PCs and video conferencing knowledge

- Rotational On-call for executive support

- Proficiency in Regional Language