[LPS] Desktop Engineer - Tech Refresh
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Description and Requirements
Key Responsibilities
- Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
- Assist in the hardware and software, Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment.
- Troubleshoot M365, Outlook, MS Teams, One Drive, SharePoint and Microsoft office applications Word, Excel, PowerPoint.
- Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate.
- Baseline image creation and tailoring of Windows operating system images to form a core baseline.
- Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading.
- Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks.
- Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates.
- Ensure tickets are created/updated in ServiceNow and issues are resolved on time to meet the defined SLA.
- Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed.
- Respond to customer escalations in person and/or via email in a timely manner.
- Determine root causes and create corrective action plans.
- Create standard operating procedures (SOPs), documentations and update existing SOPs and technical documents for specialized technical support.
- Ability to multi-task and handle daily operations while providing regular status updates to the Team lead.
- Good problem solving and analytical skills.
- Perform any other assignment/duties as assigned.
- Diploma or bachelor’s degree in information technology, Computer Science, or related field.
- Minimum 3 to 5 years of experience in endpoint support and project handling.
- Strong hands-on technical support experience of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Installing, Upgrading and Anti-Virus, LAN and VPN.
- ITIL certification, Microsoft certifications.
- Familiarity with ServiceNow ticketing system, CMDB, Asset management.
- Excellent problem-solving skills in a multi-tasking, fast-paced and complex work environment
- Ability to work as a team and independently with minimum supervision
- Strong communication and writing skills will be an added advantage
Job Description
Role Summary
Desktop Support Engineer is responsible for the daily L2 IT support and management and Tech Refresh of hardware and software systems within the organisation.
- Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues.
- Assist in the hardware and software, Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment.
- Troubleshoot M365, Outlook, MS Teams, One Drive, SharePoint and Microsoft office applications Word, Excel, PowerPoint.
- Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate.
- Baseline image creation and tailoring of Windows operating system images to form a core baseline.
- Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading.
- Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks.
- Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates.
- Ensure tickets are created/updated in ServiceNow and issues are resolved on time to meet the defined SLA.
- Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed.
- Respond to customer escalations in person and/or via email in a timely manner.
- Determine root causes and create corrective action plans.
- Create standard operating procedures (SOPs), documentations and update existing SOPs and technical documents for specialized technical support.
- Ability to multi-task and handle daily operations while providing regular status updates to the Team lead.
- Good problem solving and analytical skills.
- Perform any other assignment/duties as assigned.
Qualifications
- Diploma or bachelor’s degree in information technology, Computer Science, or related field.
- Minimum 3 to 5 years of experience in endpoint support and project handling.
- Strong hands-on technical support experience of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Installing, Upgrading and Anti-Virus, LAN and VPN.
- ITIL certification, Microsoft certifications.
- Familiarity with ServiceNow ticketing system, CMDB, Asset management.
- Excellent problem-solving skills in a multi-tasking, fast-paced and complex work environment
- Ability to work as a team and independently with minimum supervision
- Strong communication and writing skills will be an added advantage