Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
The Desk Side Support Engineer is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the specialist ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.
- Troubleshoots and resolves IT issues via phone, remotely, and in-person
- Provide 1st and 2nd level support to asset users for all computer hardware (including all peripherals) and software related problems, questions, and requests
- Ensures all incidents are resolved against SLAs
- Perform incident investigation and documentation for repeated issues and how to solve t.
- Update the status of the pending calls and inform Service Desk analysts. And Communicate with the users the status of their incidents.
- Partners with IT leaders to discuss the impact of incidents on products and services
- Own process for new users including equipment order and configuration as well as user induction
- Provide support to events that require IT support conducted inside or outside premises.
- Support Audio /Visual capabilities
- Actively updates computers on standby with fresh OS builds
- Responsible of printer’s maintenance & troubleshooting
- Maintains an inventory with all consumables & hardware accessories
- Undertake small to medium-sized IT projects as instructed by the IT manager.
- Completing internal user moves including IP phones.
- Work directly/Supervising service providers and vendors
- Proactively learns and trains other staff members on new product and service technologies
Job Requirements
- Experience using help desk ticketing software
- Experience with incident troubleshooting and escalation
- Familiarity with ITILv3 or related service delivery frameworks
