Desktop Engineer

仕事内容

Role description and summary:

Desktop Technician will provide day to day local emote desktop support, accept and treat Incident tickets assigned to his/her support queue, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system (Service Now)

The candidate will provide local onsite support to the customer through deskside visits or by manning the IT Spot walk-up counter.

Desktop Support Engineer is mainly engaged in break-fix activities, fault diagnosis and resolution of end-user hardware or software issues and questions that require hands-on treatment. Support includes receiving and shipping end user equipment, device reinstallations or swaps, equipment delivery. Procurement of IT material (end-user equipment).Deploy and install PC’s (IMAC).Inventory management.

Ideal candidate should have minimum 3 years experience in Windows Desktop support.

Position Responsibilities and Functions

Provide first/second level contact and problem resolution for customer issues.

Work with Third Party Vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution.

Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, other authorized desktop application.

Install, upgrade, support and troubleshoot for end-user equipment .

Ensure the ability to deliver equipment and support according to Service Levels. Responsible for the procurement of assets as per work guidelines. Dialog with equipment suppliers and follow-up of orders.

Manage the local end-user equipment stock/inventory as per process. Be the natural contact for end-users regarding questions around equipment orders.

Ensure documentation and follow-up communications are performed in a professional way

Troubleshoot and resolve system and order issues in the order management systems

Provide or assist in reporting requests on as needed basis.

Performs remedial repairs on Desktops, laptops and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and PC hardware/software including mobile phones.

This position requires the ability to work in a process-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Candidate Required Minimum Qualifications and Skills

Minimum of 3 years of IT experience.

Experience of support end-user devices in an enterprise desktop environment.

Windows 7-10, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions.

Mobile device management including IOS and Android devices, enterprise encryption solutions

Basic experience of Networks and end-user infrastructure systems such as Active Directory, SCCM, Intune, VPN and Antivirus soft

Proven analytical, troubleshooting and problem-solving skills.

Proven ability to multi-task, effectively determine priorities and meet SLA’s.

Local language (Dutch) is mandatory, plus good command of English