Desktop Support Specialist

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

a) Desk side engineer for technical support for customers and their networked computers and peripherals

b) Interface with Senior Management, Company Board, Executives & VIP Users.

Duties (including but not limited to)

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, PDAs, iPhone/iPad & other Smart Devices

Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives

IMACD function including installation and decommission

Backing up and restoring user data, settings and associated systems administration activities

Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts

Assist on Incident and Problem management activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information

Move equipment associated with escalated incidents and service requests

Performing asset inventory activities as needed

Recommends and/or performs upgrades on systems to ensure longevity

Works with procurement staff to purchase hardware and software

Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requests

Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.

Be available for Oncall support during afterhours as and when necessary for Priority 1 & 2 Incidents

Adhere to ticket response and resolution SLA’s as agreed upon with the customer

Good understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Support during Town Halls, Board Meetings, Executive Conferences, Auditorium Meetings. Desired experience on supporting Cisco, Avaya, Logitech or MS Teams Room

Smart hands support for Rack & Stack of Server, Storage, Network & Firewall components

Provide basic to intermediate support for IDF & MDF closets including but not limited to providing console access, checking & reporting UPS & Cooling alerts, PDU’s, patch panel & structured cabling

If necessary & required liaise with Third Party Vendors & support for resolving complex or OEM related issues

Desired Experience

At least 7-10 years of experience in the field or in a related area required

Strong Microsoft Operating System installation and troubleshooting skills, experience on Mac OS is an added advantage

Knowledge of Mobile OS like iOS, iPadOS & Android

Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

Broad experience of IT with good understanding of Networks, Servers and Telecoms

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Strong written and verbal communication skills

Must be detail oriented and self-motivated

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