IT Desktop Engineer

Job Description

Job Description-

• Provide day-to-day desktop support to the business. Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues on laptops and Desktops on both OS & Hardware.
• Maintaining stock levels of equipment and inventories; seeking quotes from vendors and placing orders. 
• Building and deploying end-user hardware; from tablets and phones through to laptops and desktops.
• Working closely with wider team and HR to manage starters and leavers in local sites.
• Taking proactive ownership of Tickets and Tasks assigned using ServiceNow.
• Asking customers targeted questions to quickly understand the root cause of the problem.
• Track computer system issues through to resolution, within agreed SLAs.
• Providing support to Associates through a series of actions, email, or chat, until they’ve solved a technical issue.
• Properly escalate unresolved issues in a timely manner to appropriate internal teams (e.g., security/network/systems teams)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions 
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting 
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships within the team and customers

Technical Skills:

• Good knowledge of Windows client OS’ including Windows 7,8 & 10.
• Knowledge of Windows Imaging/OS deployment using tools like WDS/MDT/SCCM/Autopilot.
• Knowledge of Azure, especially Intune and AAD.
• Experience in data center management, including tape backup management.
• Hands-on experience in Hardware Troubleshooting skills and log the call with the Vendor for hardware replacement.
• Knowledge of SCCM and Bit locker.
• Good knowledge of system troubleshooting and application troubleshooting (Event log check, disk space checks error/failure logs, etc.).
• Good knowledge of Active Directory (DHCP, DNS, and OU/GPO).
• Good Knowledge of the Macintosh platform and application installation.
• Good knowledge of Microsoft Office Products 
• Good knowledge of Network concepts (VLANs, VPN, LAN, WAN & Wi-Fi)
• Basic skills in Printer support.
• Conference Room Audio & Video support.
• Good interpersonal skills in Vendor management.
• Solid stakeholder management.
• Knowledge of ITIL framework and best practices. 

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Proven experience with Windows/Mac OS environments.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot technical issues.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal to non-technical staff
• Graduate in Information Technology, Computer Science, or relevant field
• Additional certification in Microsoft or similar technologies is a plus