Desktop Support Engineer L2

Position overview

The Band 1 Desktop Technician will provide day-to-day local remote 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 Centre.

The Desktop Support Engineer provides break fix fault diagnosis and resolution. They provide fault analysis to customers' various core operating systems and platforms as well as support and apply desktop fault resolution for the approved application suite.

Position responsibilities and functions

• Provide first/second level contact and problem resolution for customer issues.
• Work with third party vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot XP, Windows 7, Windows 8.1, Windows 10, and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Have basic knowledge of Mac operating system to support Apple PC users.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Possess broad experience of IT with basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• This position requires the ability to work in a project based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

Requirements

• Minimum of 18 months of IT experience.
• Experience with Windows 7, 10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, and enterprise antivirus solutions.
• Experience with helpdesk ticketing systems.
• Mobile device management including iOS and Android devices.
• Enterprise encryption solutions.
• Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multitask effectively, determine priorities, and meet SLAs.
• Excellent communication, relationship building, and internal customer service skills.
• Adaptable and flexible in a fast changing industry and work environment.
• Willing to work off hours and weekends when required for projects or emergency support.

Key skills

Mac OS, Active Directory, Desktop Support, Computer Networking, Mobile Devices, Windows, Remote Access Software, SCCM, Help Desk, Operating Systems, Remedy, Troubleshooting

Employment details

Employment type: Full time
Experience: 1 year
Vacancy: 1
Monthly salary: 5000 - 5000