PPosition: Backfill /ppLanguage: Bilingual /ppContract: Independent /ppbr/ppbr/ppstrongJOB DESCRIPTION /strong /ppbr/ppDesktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 Years’ experience in Windows Desktop support. /ppbr/ppPosition Responsibilities and Functions /pulliProvide first/second level contact and problem resolution for customer issues. /liliWork with vendors to remediate complex AV issues as needed. /liliProvide timely communication on issue status and resolution. /liliMaintain ticket updates for all reported incidents. /liliInstall, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application. /liliShould have basic knowledge of Mac operating system, to support Apple pc users. /liliInstall, upgrade, support and troubleshoot for printers, computer hardware. /liliPerforms general preventative maintenance tasks on computers, laptops, printers. /liliPerforms remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. /liliUse diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. /liliBroad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. /liliThis position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. /li /ulpbr/ppCandidate Required Minimum Qualifications and Skills /pulliBachelor’s Degree or equivalent in Computer Science or related field. /liliCompTIA A+, Microsoft Certified Professional (MCP) or better. /liliMinimum of 2-3 years of IT experience. /liliWindows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems. /liliMobile device management including IOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory. /liliProven analytical, troubleshooting and problem-solving skills. /liliProven ability to multi-task, effectively determine priorities and meet SLA’s. /liliExcellent communication relationship-building and internal customer service skills. /liliAdaptable and flexible in a fast-changing industry and work environment. /liliWilling to work off-hours and weekends when required for projects or emergency support. /li /ul