Summary

We are actively seeking a detail-oriented DesktopEngineer to join our dynamic IT team. As a Desktop Engineer, you will play a pivotal role in ensuring the smooth operation of our desktop infrastructure. Collaborating with various teams, you'll deliver top-notch technical support and maintain an efficient desktop environment. This on-site role requires coverage five days a week, with occasional flexibility for planned support outside regular hours.

Our team is known for its customer-centric approach, strong technical expertise, and exceptional problem-solving skills.

Responsibilities:

·     Customer Service

o   Provide exceptional customer service by ensuring a positive experience for end users

o   Communicate effectively, empathetically, and professionally in resolving incidents and requests

·     Desktop Support

o  Provide customer focused support for desktop-related issues, both on-site and off-site.

o  Respond promptly to customer inquiries, troubleshoot technical problems, and minimize downtime.

·     Desktop Infrastructure Management

o   Install, configure, and maintain desktop operating systems and applications.

o   Collaborate with the IT team for standardized deployments and security measures.

·     Hardware and Peripheral Management

o   Oversee desktop hardware inventory, installations, upgrades, and repairs.

o   Coordinate with vendors for hardware-related issues and warranty matters.

·     User Training and Documentation

o   Develop training materials and conduct sessions to enhance end-users' technical skills.

o   Create and maintain documentation for self-service and issue resolution.

·     Incident, Service Request, and Problem Management

o   Record and track incidents and service requests, ensuring timely resolution and adherence to SLAs.

o   Conduct root cause analysis and implement preventive measures for recurring issues.

·     Office Ownership

o   Perform regular checks for office usability, stability, and uniformity.

o   Manage server rooms, respond to alerts, and assist with server commissioning and decommissioning.

·     Collaboration and Communication

o   Work closely with cross-functional teams to resolve complex technical issues.

o   Provide clear and concise communication to end-users on ongoing support activities.

Qualifications and skills:

·     Proven experience as a Desktop Engineer or in a similar technical support role.

·     Proficiency in supporting Windows and macOS operating systems.

·     Strong knowledge of desktop hardware, software applications, and peripherals.

·     Familiarity with desktop management tools, e.g., SCCM.

·     Knowledge of scripting languages (PowerShell, Bash) for automation.

·     Understanding of network protocols, TCP/IP, DNS, DHCP, and Active Directory.

·     Experience with virtual desktop infrastructure (VDI) and remote desktop solutions.

·     Solid understanding of ITIL principles and best practices.

·     Excellent problem-solving and analytical skills.

·     Strong communication and interpersonal skills.

·     IT certifications, such as CompTIA A+, MCDST, or similar, are desirable.

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