Desktop Support Engineer

Roles & responsibilities:

• Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications.

• Troubleshooting Unified communication tools such as Teams, Zoom video call related issues.

• Should be familiar with collaboration tools, meeting room equipment and meeting room checks.

• Must have exposure to Windows 10 and 11 migration, user profiles management, data backups.

• Troubleshooting Windows Profile, printers, shared drives related issues.

• Troubleshooting network connectivity issues.

• Deploying standard image on desktops and laptops using Endpoint manager/Intune.

• To provide 1st line technical support; answering support queries via phone and email.

• To maintain a high degree of customer service for all support queries and adhere to all service management principles.

• Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.

Technical Proficiencies:

• To take ownership of user problems and be pro-active when dealing with user issues.

• To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs.

• Respond to inquiries from clients and help them resolve any hardware or software problems.

• To escalate more complex calls to the relevant IT Support member.

• To notify relevant staff to arrange for external technical support where problems cannot be resolved in house.

• Pre-build PCs. Good Experience in deskside support