Tasks Dedicated onsite IT Engineers - Level 1 and Level 2 - The Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve hardware, software, and application issues in a ticketing system. Ideal candidates should have 1-2 years’ experience for Level 1 and 2-3 years for Level 2. The Technician will also facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts. This is a customer-facing role. Main Responsibilities include: Creating and documenting knowledge articles for the KMDB & runbook updates. Monitoring Service Desk queues and managing tickets, escalating as needed to 2nd or 3rd level teams. Providing incident support and resolution via Ticketing Tool. Device repair, fault diagnosis, assistance for warranty repairs. Imaging new devices or rebuilding existing ones as required. Supporting and resolving image issues (e.g., SCCM). Fault analysis for core OS (e.g., MS, Apple). Supporting common off-the-shelf applications like Outlook, MS Office. Supporting third-party teams (networks, servers, telecoms, AV) as directed. Intermediate understanding of Active Directory for access management. Basic server and network support knowledge. Understanding DNS, DHCP, TCP/IP. Connecting laptops to switch console ports and initiating remote sessions. Supporting and reconfiguring network access points. Managing local stock and conducting audits. Updating Asset Management Database. First-line support for mobile telephony, tablets, and printers. Supporting meeting room and AV setups. Providing infrastructure administration functions. Working out of hours and providing on-call support as needed. Categorizing and prioritizing support requests via ticketing system. Performing asset inventory and procurement support. Supporting project-based activities and other duties as assigned. Installing and setting up MDM clients. Using SCCM or similar tools for software deployment. Communicating effectively in local language and English. Additional tasks for Level 2 Engineers: Working with VIP clients. Communicating technical issues clearly to non-technical stakeholders. Mentoring less experienced technicians. Travel between local offices may be required. Supporting other technicians as needed. Using ticket management tools like ServiceNow. Troubleshooting network connectivity issues and using testing tools (e.g., Fluke meter). Requirements Technical Skills for both roles: Strong skills in Windows desktop OS and Office applications. Experience with MS Active Directory management. Understanding of IP telephony concepts. Basic troubleshooting for IP phones and softphones. Networking skills including rack-stacking, cable testing, and switch configuration. Technical / Business / Soft Skills for Level 2: Team management and leadership skills. Customer service skills to ensure polite, efficient support. Self-motivated with analytical problem-solving abilities. Ability to work with diverse teams across locations. Mentoring and training capabilities. Analytical mindset for approaching new tasks. Language Skills: Effective written and verbal English communication skills. Desired Experience: 1-2 years (Level 1) and 2-3 years (Level 2) in the field or related areas. Experience with desktops, laptops, tablets, smartphones, printers. Remote control, video conferencing skills. Experience supporting IT infrastructure projects/upgrades. Strong MS Office / O365 skills. Understanding of Exchange accounts. Optional: Mac OS support experience. Network testing and patching experience. Basic Cisco CUCM configuration knowledge. Customer support skills across various management levels. Attention to detail, confidentiality, and professionalism. VIP service experience is a plus. Additional information about benefits, contract details, and application process are included, but the core job description should be focused and concise without irrelevant details. J-18808-Ljbffr