Service Desk Engineer

Competencies:

• Demonstrate knowledge of troubleshooting desktops/ laptops and basic understanding for networks.
• Excellent customer support skills
• Ability to prioritize IT tickets and respond effectively to end user.
• Should be able to think on his feet to ensure tickets and closed within SLA.
• Ability to multi task while managing multiple tickets and user requests.
• Knowledge of using any ticketing tool such as service first.

Technical Skills:

• Upgrading, supporting and troubleshooting Windows 10 and Microsoft Office 2016 and any other authorized desktop applications
• Upgrading, supporting and troubleshooting for printers, computer hardware and any other authorized peripheral equipment
• Performing general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Performing remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.
• Understanding the working nuances of FAI's existing IT infrastructure
• Preparing to trigger system updates as and when necessary
• Understanding the basic servers in use at FAI
• Being able to effectively diagnose any issues or incidents with servers
• Trigger server updates as and when necessary
• Support development and implementation of new projects and new hardware installations
• Perform configuration and maintenance activities relating to user profiles and policies
• Ensure adherence to the terms of license agreements

Educational Qualification and Experience: