Desktop Engineer

Ability to work within multiple sites. This includes the ability to travel to different sites as necessary or required by the customer.

Physically fit to walk through large areas

Ability to work after hours and weekends if necessary or required by the customer.

Knowledge using ServiceNow as the ticketing tool.

Provide technical assistance and support, and resolve problems related to the use of computer hardware and software for end users.

Analyze, resolve, respond to, and document end user inquiries.

Install desktop/Laptop, printers/scanners, and other peripheral software using approved tools.

Troubleshoot operating system issue. Connection issues with LAN/WAN.

Update tickets with accurate and timely records of work performed, and resolution detail

Maintain and contribute to a knowledge base.

Coordinate hardware warranty repair.

Perform inventory management activities as required in coordination with asset management and other corporate groups.

Escalate to 3rd party vendors when necessary

Responsible for raising and coordinating problem management issues

Perform additional tasks (end user/infra related) when required Strong understanding and skills in SLA, KPI Management.

Provide technical support stationed at the site who can quickly respond to problems that may arise within data center/computer/server rooms which need physical handling.

In contrast to certified technicians, they are not necessarily trained nor duly recognized to specialize in a specific technology.

Can handle all tasks related to the infrastructure equipment based on instructions provided by a remote technical assistance team that specialize in different products and categories.

Receives instructions from certified technicians and project managers to troubleshoot advanced issues.

Provide on-site, operational support service for remote management, installation and troubleshooting of data center equipment.

Primary responsibility to manage End User related incidents and requests.

Go to person for all plant IT related requests (Password resets, access etc. specific to plants).