L1 Desktop Support Engineer

• 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

• Inventory Management

• Supervise the flow of company’s stocked goods

• Keep a detailed record of each new or returned goods as it enters or leaves the stockroom.

• Control and oversee ordering inventory, storage of inventory, and control the amount of goods

• Update the record file

• Common inventory management techniques knowledge

• Daily, Weekly and Monthly Reporting on IT Stock.

• Must be able to produce trend analysis report on common failures on end user devices.

Requirements

· Years of experience: Intermediate, typically 2 to 4 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