Onsite Engineer (Senior)

Job Description

Key Requirements

• Diploma or Bachelor holder in Computer Science/Information technology

• 4-6 years of relevant experience in Desktop Support

• IT knowledge in Windows and basic network setup troubleshooting

• Hardware knowledge: PC, laptop, printer / copier / scanner, projector, tele-conference, mobile phones,

• Hardworking with positive work attitude and a passion to excel in IT industry

• Good customer service mindset

• Able to motivate and guide team

• Help junior resources with technical issue resolutions

• Process improvement initiatives

• Need to work from client premises

• Basic knowledge in IT Infrastructure (Network topologies, VPN, Server etc.) enough to isolate end user problems.

• Customer focus, with exceptionally good customer service, inter-personal and telephony skills sets.

• Process oriented

• Able to perform in fast moving and demanding environment

• Able to multitasked

• Team player who is self-motivated, self-disciplined and initiative

Key Responsibilities

• Diagnose and resolve software and equipment (PC, laptop, printer / copier / scanner, projector, tele-conference, mobile phones, etc.) incidents, including operating systems (Windows and Mac) and across a range of software applications

• Maintains a first class level of customer service ensuring that all customers are responded to and problems are addressed in a timely, efficient and professional manner.

• Install, upgrade, patch, support and troubleshoot Macintosh and Windows Operating System and application such as Microsoft office, Adobe and any other authorized desktop application.

• Perform smart hands and eyes for Infrastructure

• Break-fix support for Laptop, desktop, tablets and associated hardware peripherals

• Performs general preventative maintenance tasks on computers, laptops, printers, and other authorized peripheral equipment.

• Manage desktop lifecycle programs by tracking hardware through Asset Management from delivery through end of life, builds, application installations, user migration and hardware installations.

• Coordinate with vendors for external support and repair

• Responsible for actively monitoring ticket queue and all assigned tickets, ensure accurate logging, categorization, prioritization, initial diagnosis, routing, functional escalation, and data integrity of all applicable incidents and requests in ticketing tools

• Meets established Service Level Agreements (SLAs) guidelines

• IMAC support including large scale/bulk office moves/re-stack activities (all moves)

• Support for Operating System, software, MS Office suite and other business application

• Manage the ticket queue in Ticketing tools system and ensure they are resolved and closed within the defined service level maintenance

• Respond to end-user requests for updates on ticket status and promptly follow up as needed.

• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)

• Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance and upgrades.

• Asset management of IT hardware and assets: Stock control and management

• Provide accurate and timely documentation in IT Service Management Tool

• Participate in hardware and software rollout projects (windows migration, office Moves, new equipment…)

• Conceptual understanding of DNS, DHCP and AD, Group Policies

• Reporting to senior management – internally and externally