IT Desktop Support Engineer

IT Desktop Support Engineer Riyadh, Saudi Arabia

Working Model :
On-need basis position / Onsite

The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (One Drive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.