Desktop EUC L1

Job Purpose

The Desktop Support Technician is a physical presence service to provide second-line support at customer locations and is responsible for performing tasks to agreed-upon service levels as well as meeting customer satisfaction measures.

In addition, the technician is also required to provide hands-on and eye support for Customer/OEM subject matter experts in diagnosing and resolving incidents with regard to network and compute devices.

Main Duties And Responsibilities

• Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop , Laptops Printers, Mobile Devices, Video and Conferencing Equipment, and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• To follow and execute instructions provided by Subject Matter Experts
• Provide onsite hand-eye support to Customer / OEM SME’s towards installation, upgrade, support and troubleshooting of devices in the network and Compute environment
• To assist users with any logged IT-related incident when called upon
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• To accurately record, update and document requests using the IT service desk system
• To maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Be willing to attend training as necessary to keep up-to-date with the latest technology and internal system processes
• To attend training courses as identified and agreed for appropriate development
• To contribute towards reporting as per customer requirement
• Any other tasks as assigned and within the skillset of the person.
  
  

• Good general understanding of IT principles such as Networks, hardware, and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, MS Outlook etc.
• Good working knowledge of operating systems such as Windows and Mac-related software and applications
• Good experience in end-user device hardware and software troubleshooting
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing and troubleshooting EUC hardware components
• Awareness of Data Backup principles
• Familiarity with virtual, MDM, and VPN environments
• Basic knowledge and familiarity with devices in network and compute environments.
  
  

• 2 – 4 years' experience working in a similar environment as described above.
  
  

• Education to the mandatory level in the relevant country
  
  

• CompTIA A+ , MCP/MCSE are desirable certifications
• OEM Certification desirable
• Knowledge of ITIL and experience of working within an ITIL environment would be beneficial
  
  

• To Customer—Fluency in local language as per the geographical and cultural requirement
• English speaking to good standard