Deskside Support Technician

Responsibilities

• Perform Onsite Desktop Support tasks according to Standard Operating Procedures (SOPs).
• Manage Service Delivery for primary (assigned) site, and also other regional sites within immediate Team.
• Identify and deliver computer hardware, software and miscellaneous services meeting the defined Service Level Agreements (SLAs).
• Accurately document instances of hardware failure, repair, installation, and removal in the ITIL Onsite Desktop Support system.
• Perform tasks related to Onsite Desktop Support in acquisition integrations
• Administer and support current Anti-virus and Tanium software implementations to ensure the security of client systems. Monitor desktops for patching and anti-virus compliance.
• Maintain the Configuration Management Data Base (CMDB) within the Onsite Desktop Support system ensuring accurate IT inventory documentation.
• Performs activities related to the operations and monitoring of the IT environment. Including on-site support at shopfloor and field services.
• Maintain the Configuration Management Data Base (CMDB) within the Onsite Desktop Support system ensuring accurate IT inventory documentation, IT stock management.
• Perform timely activities related to the PC lifecycle:
  Install, Move, Add, Change, Refresh, Stock, Dispose.
• Implement, configure, troubleshoot and maintain network printer/scanner MFD.
• Implement, configure, troubleshoot and maintain desktop Teams and mobile phones.
• Resolve backlog for incidents & SRs, report progress to end users and track root cause analysis.
• Obtain approval and purchase hardware and software as required or requested.
• Perform the VIP support on site when requested.
• Under direct supervision, performs standard tasks using established methods, principles, concepts and procedures related to Onsite Desktop Support activities.
• Under some supervision, performs varied tasks and assignments involving judgment and some freedom to act.
• Identify needs for end user training / tutorials and deliver them.
• Perform other duties as assigned by the Service Delivery Management Teams.

• Bachelor's degree or country equivalent in a relevant discipline or commensurate combination of relevant experience and certifications
• Minimum 3 years of experience in related IT roles
• Windows 7/10/11 user and administrator knowledge/experience (Proven MS Certifications rainings)
• Proven TCP/IP and networking knowledge and work experience (ICND1)
• PC Desktop/Laptop hardware knowledge at professional level
• Audio/Video equipment support experience
• Proven English language knowledge working level both oral and written (intermediate level minimum)
• Able to read and understand technical manuals, standard operating procedures, and OEM guides.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Excellent verbal and written communication/language skills required to include the ability to provide written and verbal instructions, and compile and present information clearly.
• Demonstrated customer focus - evaluates decisions through the eyes of the customer
• Strong analytical skills - strong problem-solving skills, communicates in a clear and concise manner and effectively evaluates information / data to make decisions
• Anticipates obstacles and develops plans to resolve
• Broad understanding of IT Infrastructure and support processes
• Experience managing 3rd party service providers
• Apple Mac, iOS and Android expertise
• Strong track record of understanding and interest in current and emerging technologies demonstrated through training, job experience and / or industry activities
• Change oriented - actively generates process improvements
• Supports and drives change, and confronts difficult circumstances in creative ways
• Knowledge of ITIL Foundations
• Ability to present ideas in user-friendly language.