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 as being able to provide support and apply desktop fault resolution for the approved application suite.

The ideal candidate should have 1-2 years’ experience in desktop support within a mixed Windows and Chromebook environment. Experience with Google Workspace/Google Administration tools and working within a ticketing system is required. ServiceNow (SNOW) experience is highly preferred. Basic network troubleshooting knowledge will be considered an advantage.

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 documenting the actions in an approved service desk tool (ServiceNow or relevant system in the future).
3. Rollout and implementation of IT equipment (PCs, notebooks, Chromebooks, phones, iPhones, iPads, mobile phones and so on) including quality checks.
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, ChromeOS devices, Microsoft Office 365, Google Workspace applications, and other authorized desktop software and applications.
8. Moves and changes support.
9. Inventory and asset management and care of hardware.
10. Should have basic knowledge of Mac operating systems to support Apple users.
11. Install, upgrade, support and troubleshoot printers and computer hardware.
12. Perform general preventative maintenance tasks on computers, laptops, Chromebooks and printers.
13. Perform remedial repairs on desktops, laptops, Chromebooks, 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 a suitable Knowledge Base.
18. Support Google Workspace users and assist with Chromebook device configuration, troubleshooting, and user administration.
19. Ensure all incidents and service requests are accurately logged, tracked, and resolved through the ticketing system in accordance with SLA requirements.

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 equivalent certification preferred.
3. Minimum of 18 months of IT support experience.
4. Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, ChromeOS, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.
5. IT Security know-how.
6. Basic understanding of IT network infrastructure and troubleshooting.
7. Experience working with ticketing systems is mandatory; ServiceNow (SNOW) experience is strongly preferred.
8. Mobile device management including iOS and Android devices, Enterprise encryption solutions, Windows PC/laptop management via Active Directory.
9. Google Workspace / Google Administration experience is required.
10. Experience supporting users in a mixed Windows and Chromebook environment.
11. Proven analytical, troubleshooting, and problem-solving skills.
12. Proven ability to multi-task, effectively determine priorities and meet SLAs.
13. Excellent communication, relationship-building, and internal customer service skills.
14. Adaptable and flexible in a fast-changing industry and work environment.
15. Willing to work off-hours and weekends when required for projects or emergency support.
16. Good level of spoken and written English and other local language respective to site location.