Desktop Support Technician - Global Provider of Multimedia Platform

We are seeking a dedicated Desktop Support Technician to provide essential first and second-level application and hardware support to both internal users and external clients. This role is crucial for ensuring the smooth operation of our multimedia platforms by efficiently resolving technical issues, maintaining system performance, and upholding documentation standards in a fast-paced environment.

Primary Responsibilities:

• Technical Support:

  Provide comprehensive first and second-level application and hardware support to internal users and external clients, addressing a wide range of technical issues.

• Ticket Resolution:

  Field incoming problem tickets from end-users, diligently working to resolve application and software issues within servers, databases, and other mission-critical systems.

• Documentation:

  Accurately document all pertinent end-user identification information, including name, department, contact information, and the nature of the problem or issue for tracking and resolution.

• Performance Maintenance:

  Maintain and enhance the performance of all new and existing software and applications across the organization through proactive measures and timely interventions.

• Hands-on Fixes:

  Perform hands-on fixes at the desktop level, which includes installing and upgrading software, installing hardware components, implementing file backups, and configuring systems and applications according to established protocols.

• Testing & Follow-ups:

  Thoroughly test fixes and perform post-resolution follow-ups to ensure that problems have been adequately and completely resolved, confirming user satisfaction.

• Ticket Management:

  Independently manage the resolution of trouble tickets from start to finish, escalating to third-level support as required to ensure timely and effective problem-solving.

• Preventative Maintenance:

  Conduct preventative maintenance activities, including the installation of service packs, patches, hotfixes, anti-virus software, and other updates to ensure system stability and security.

• Standard Development:

  Participate actively in the development and deployment of desktop management standards, contributing to best practices and operational efficiency.

Required Skills:

• Knowledge of multiple

  operating systems

  ,

  Microsoft Office applications

  , and web browser tools.
• Understanding of

  LAN & WAN network topologies and practices

  .
• Familiarity with

  Macintosh

  systems.
• Strong customer service orientation.
• Ability to balance and shift priorities and deadlines effectively in a fast-paced, demanding environment.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to present complex technical ideas in user-friendly language.
• Highly self-motivated and directed.