Desktop EUC L1

Key Responsibilities

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• Complete incidents and requests within SLA in a pressurized environment.
• Build, configure and troubleshoot.
• Install Gold image on customer PC and laptop applications and hardware components.
• Ensure tickets are updated on a daily basis.
• Support meeting room environment and video conferencing.
• Support printers, scanners and other peripherals.
• Support mobile devices such as iPads, iPhones and Android devices.
• End‑User Data backup and restoration when required in the course of a service incident.
• Smart hands support for data center equipment as per required SLA in specified locations.
• Assist in troubleshooting the data center devices; replace defective components/cards in data center equipment as advised by CLIENT Tech Support (e.g., remove a module and replace it, reconnecting patch cables).
• Daily tape change in support of local Backup Routine in required sites.
• Import / export tapes to the tape libraries as advised by CLIENT tech support.

• Must have good customer-facing skills and be well presented.
• Demonstrate independent and proactive thinking.
• Build effective relationships both within the team and across the business and Professional Services.
• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Must be able to work alone and unsupervised, taking the initiative when necessary.
• Be organized and prioritize work appropriately.
• Fully vaccinated techs.
• Have experience of using a call logging system.
• Good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial.
• Knowledge of mobile devices, in particular Androids and iPhones.
• Working knowledge of current and legacy hardware platforms.
• Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
• Familiarity with Microsoft SCCM.
• Ability to replace defective parts, as identified by CLIENT.
• Excellent hands‑on experience in installation and troubleshooting DC equipment (rack and stack of the DC equipment/cable).
• Excellent communication skills in English and local language.
• Completion of CompTIA certifications e.g., A+, Network+, etc.
• Completion (or near completion) of Microsoft certifications e.g., MCP, MCITP, MCSE etc.