Desktop Engineer

Job Description :

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc..
(a) Desk side engineer for technical support for customers and their networked computers and peripherals.
(b) Interface with multiple levels of end users, management, VIPs and local technical staff.

Duties include :

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
Troubleshooting and resolving software issues; reimaging computers/hard drives
IMACD function including installation and decommission.
Backing up and restoring settings and associated systems administration activities
Taking ownership of issues through to resolution on all appropriate requests.
Categorize and prioritize end user support requests and service requests by utilizing a Remedy ticketing system to track tickets and provide up-to-date status and information.
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed.
Trains and orients staff on use of hardware and software.
Recommends and / or performs upgrades on systems to ensure longevity.
Works with procurement staff to purchase hardware and software.
Performs other duties as assigned.

Desired Experience :

At least 3 years of experience in the field or in a related area required
Strong Microsoft Office skills (Outlook, Word, and Excel)
Strong Microsoft operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers
Broad experience of IT with basic understanding of Networks, Servers and Telecoms
Strong customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Background security check required
Experience including remote control of PCs and video conferencing knowledge