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 Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years’ experience in Windows Desktop support.
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
Common inventory management techniques knowledge
Daily, Weekly and Monthly Reporting on IT Stock.
Requirements
ESSENTIAL QUALIFICATIONS:
Years of experience:Intermediate, typically 1 to 3 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
