Desktop Support Engineer

Level:

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