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.
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