System Support Engineer

The Band 1 – Desktop Technician will provide day to day local emote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years' experience in Windows Desktop support.

Reading error codes flashed up on the device

Swapping out hardware

Tracing faults using diagnostic devices and software

Upgrading components

Assisting the support staff of other service-providers

May require some staggered shifts

Will require some travel to sites

Other duties may be assigned

Common inventory management techniques knowledge

Daily, Weekly and Monthly Reporting on IT Stock.

Requirements

Years of experience:Intermediate, typically 1 to 3 years of applied skills and experience

Supplier resources have completed industry standard training and certifications to include A+ certification or have equivalent work experience at a minimum of 3 years.

Completion of required training and certifications or have equivalent work experience at a minimum of 3 years. to perform warranty hardware repair of HP, Dell, and Lenovo devices including warranty parts ordering, repair/replacement, and defective part return.

Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client specific documentation provided by the client.

Familiarity with OSX, iOS, and Android operating systems in order to provide best-effort support to End users using related devices.

Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues.

Ability to utilize provided knowledge article to resolve issues with client specific applications.

Customer-facing 'soft skills' including strong verbal and written communications

Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.

Exercises independent judgment within defined practices and procedures to determine appropriate action.

Acts as an informed team member providing analysis of information and limited project input.

Evaluates unique circumstances and makes technical and procedural recommendations.

Distinctive service and customer orientation

Fluent English in spoken and written

Conversational local language

Close attention to detail, and ability to work independently, as well as part of a team, on multiple projects

Must be able to handle multiple tasks and adjust priorities within deadlines

Full time