Desktop Support Engineer

Tasks

Duties & Responsibilities

Provide support on Client Windows platform, for desktop / end user technologies, collaboration tools, and mobile technologies and printing, this includes the laptop / mobile devices all, video conferencing, network / remote access this position works collaboratively with the Service Desk for end user break / fix and other support functions.

Position Responsibilities and Functions

• a) Provide first / second level contact and problem resolution for customer issues.
• b) Work with Third Party Vendors to remediate complex AV issues as needed.
• c) Provide timely communication on issue status and resolution.
• d) Maintain ticket updates for all reported incidents.
• e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
• f) Should have basic knowledge of Mac operating system, to support Apple pc users.
• g) Install, upgrade, support and troubleshoot for printers, computer hardware.
• h) Performs general preventative maintenance tasks on computers, laptops, printers.
• i) Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
• j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware / software.
• k) Broad experience of IT with basic understanding of Networks, Servers, Audio / Visual, Smart Devices and Telecoms.
• l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Requirements

a) 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. 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 1-3 years’ experience in Windows Desktop support.

At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of ‘the enterprise of the future’. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customised solutions and services for all their business needs, across the entire IT asset life cycle.

Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation. Total IT Global’s 2200+ certified technical experts and best-in-class technologies and partners, deliver services across 29,000+ locations, in 128 countries.