IT Support Engineer - EUC L1

BAND 1 JOB DESCRIPTION

Job Description

The Band 1 – Desktop 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 Centre. 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 1-2 years’ experience in Windows Desktop support.

Position Responsibilities and Functions

1. Provide first/second level contact and problem resolution for customer issues. IT support (incidents, service requests, general queries) by phone, remote access, mail and onsite via attendance in person.
2. Resolving (fulfilling) incidents (service requests) and document the actions in an approved service desk tool (ServiceNow or relevant system in the future).
3. Rollout and implementation of IT equipment (PCs, notebooks, phones, iPhones, iPads, mobile phones and so on) incl. quality check.
4. Work with Third Party Vendors to remediate complex AV issues as needed.
5. Provide timely communication on issue status and resolution.
6. Maintain ticket updates for all reported incidents.
7. Install, upgrade, support and troubleshoot Windows 7, Windows 8.1, Windows 10, Windows 11 and Microsoft Office 365, another authorized desktop software and application.
8. Moves and changes support.
9. Inventory and asset management and care of hardware.
10. Should have basic knowledge of Mac operating system, to support Apple pc users.
11. Install, upgrade, support and troubleshoot for printers, computer hardware.
12. Performs general preventative maintenance tasks on computers, laptops, printers.
13. Performs remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
14. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
15. Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
16. This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
17. Knowledge management and information sharing with colleagues. Maintain suitable Knowledge Base

Candidate Required Minimum Qualifications and Skills

1. Bachelor’s degree or equivalent in Computer Science or related field.
2. CompTIA A+, Microsoft Certified Professional (MCP) or better.
3. Minimum of 18 months’ years of IT experience.