Tasks Dedicated onsite IT Engineers - Level 1 and Level 2 The Desktop Technician will provide day-to-day local and remote desktop support, including inbound calls, troubleshooting, and documentation of steps taken to resolve hardware, software, and application issues within a ticketing system. Ideal candidates should have 1-2 years of experience for Level 1 and 2-3 years for Level 2 engineers. The Technician will facilitate customer resolution, engage supervisors and managers to ensure operational consistency across shifts, and work in a customer-facing role. Main Responsibilities include: Creating and updating knowledge articles for the KMDB & runbook. Monitoring Service Desk queues, managing tickets, and escalating as needed. Providing incident support and resolution via ticketing tools. Device break-fix, fault diagnosis, repairs, and warranty assistance. Imaging and rebuilding devices as required. Supporting image issues with tools like SCCM. Supporting core OS issues (Windows, Apple), and common applications such as Outlook and MS Office. Supporting third-party teams (network, server, telecoms, AV) as directed. Intermediate understanding of Active Directory, server, and network support, including DNS, DHCP, TCP/IP. Connecting laptops to network devices for troubleshooting. Supporting network access points, managing local stock, and updating asset management databases. Handling mobile telephony, iPads, Macs, notebooks, tablets, and printer issues at the first level. Providing basic meeting room and AV support, and infrastructure administration. Working out of hours and on-call as needed. Tracking support requests, performing inventory activities, and assisting procurement. Supporting MDM client setup, and using SCCM or similar tools for software deployment. Communicating effectively in local language and English. Additional Level 2 tasks include: Working with VIP clients. Mentoring less experienced technicians. Travel between offices may be required. Supporting other technicians and managing ticketing tools like ServiceNow. Troubleshooting network connectivity issues with testing tools. Technical Skills for both roles: Strong skills in Windows OS, Office, Active Directory, and basic networking. Understanding of IP telephony and troubleshooting IP phones. Skills / Soft Skills for Level 2: Team management, customer interaction, self-motivation, analytical thinking, and leadership abilities. Language Skills: Effective written and verbal English communication. Desired Experience: 1-2 years (Level 1), 2-3 years (Level 2) experience in relevant fields. Experience with desktops, laptops, tablets, smartphones, printers, remote control, and video conferencing. Knowledge of Microsoft Office, Exchange, Mac OS, Cisco CUCM, and network testing tools. Customer service skills, attention to detail, confidentiality, and VIP experience are desirable. Additional Information: Electronic meal vouchers, continuous learning, fixed-term contract with potential for permanence, and compliance with collective labor agreements. J-18808-Ljbffr