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