Job Description

Job Description: Desktop / Site Support Engineer (Remote) Level: SA Key Responsibilities: Providing technical support remotely to end-users being the first point of contact for error reporting, diagnose and troubleshoot hardware and software issues IMAC-D: Install, configure, and maintain computer systems, peripherals, and mobile devices Strong knowledge of Windows and Apple operating systems (iOS / iPadOS / MacOS) Experience with Microsoft Office suite, Zoom or other online meeting platform, Cloud services like iCloud and OneDrive, Microsoft Intune, Microsoft SCCM, Microsoft SharePoint, and other business applications Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN Troubleshooting of Wi-Fi, Netskope and TruU applications Experience in handling video conferencing calls Know-how of ITSM best-practice and experience with IT ticketing tool (ServiceNow), management of support tickets in a timely manner (according to SLA) and document all support activities accurately in the ticketing system Installing and configuring software components Upgrading the system to enable compatible software on devices Installing and upgrading anti-virus software to ensure security at the user level Creating and managing technical documentation Primarily responsible for working day to day user support activities, as well as supporting system maintenance activities for end users Ensure all the documented processes are followed Daily technical operational support activities within specified areas Resolution of operational issues promptly within the defined schedules and service level agreements Execution of activities in adherence to standard operating procedures and knowledge-based articles Ensure compliance to architecture and technical standards Perform other IT related duties as assigned. These duties can be delegated to designated deputies of a satisfactory qualification level as needed