Desktop Support Engineer

Description:

Job Description:

• Serve as the single point of contact for end users requiring support and maintenance for computers and network systems.

• Ensure that Incidents and Service Requests are addressed promptly to meet the business user's satisfaction.

• Meet response time and resolution time objectives as defined in the Service Level Agreement (SLA).

• Install, upgrade, support, and troubleshoot printers, computer hardware, and other authorized peripheral equipment.

• Customize desktop hardware to meet user specifications and site standards.

• Diagnose and resolve a wide range of Windows application and networking problems to minimize downtime.

• Have working knowledge of SCCM, AD, Exchange 2007/2010, DHCP, DNS, and remote control tools.

• Troubleshoot network connectivity in a LAN/WAN environment.

• Perform general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.

• Collaborate with the WDS Management team to test and deploy desktop images.

• Provide and support Data Centre activities.

• Support all Microsoft, third-party, and internally designed applications.

• Create detailed documentation and communicate effectively with other IT teams.

• Escalate issues and involve experts where necessary to resolve problems promptly.

• Ensure sufficient support is available for clients and provide friendly customer service.

• Work with vendor support contacts to resolve technical problems.

• Maintain knowledge of all software applications used within the organization.

• Track hardware and software inventory.

Required Skills:

• In-depth knowledge of Windows desktop technologies.

• In-depth knowledge of desktop and laptop hardware.

• Intermediate knowledge of TCP/IP, DNS, and internetworking technology.

• Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook).

• Knowledge of ITIL.

• Knowledge of server, voice, and communications infrastructure.

• Knowledge of various operating systems (e.g., Windows, Linux, Apple).

• Knowledge of audio and video conferencing technologies.

• Strong communication skills (both verbal and written).