Desktop Support Technician

• Deliver deskside, onsite, and field technical support for end-user devices including PCs, laptops, tablets, smartphones, telephony, AV systems, and peripherals.
• Perform installation, configuration, maintenance, troubleshooting, and repair of hardware and software within established standards and guidelines.
• Diagnose and resolve unique or non-recurring issues across operating systems, applications, and device components.
• Support OS imaging/reimaging and software deployments on legacy and modern hardware (e.g., Windows 7, Windows 10, Windows 11).
• Provide remote and onsite assistance for technical issues, including proactive and reactive support (Smart Hands).

Vehicle & Specialized Technology Support

• Install, maintain, monitor, and inventory vehicle-based technologies.
• Perform semi-annual testing, remediation, and validation for emergency onboard safety features (e.g., Code Blue systems).

Virtual Desktop & Cloud Technology

• Support virtual desktop environments including capacity planning, monitoring, provisioning, image maintenance, and incident coordination.
• Maintain device health monitoring and remediation using DEX tools.
• Manage OS currency through standardized processes such as Service Rings.

IT Operations & Infrastructure

• Conduct routine technology health checks and support items defined in the service catalogue.
• Provide support during major incidents with 24x7 availability as required.
• Support onsite and field IT operations including smart hands, legacy technologies, and storm recovery tasks.
• Coordinate AV readiness, event planning, and communication support for business events.
• Deliver VIP/Executive-level support with professionalism and discretion.

Ticketing & Asset Management

• Manage incident and service request tickets, ensuring timely updates and resolution within SLAs.
• Categorize and prioritize issues using ITSM tools (e.g., ServiceNow).
• Maintain accurate documentation, ticket notes, and knowledge base entries.
• Perform asset inventory, equipment moves, and hardware lifecycle activities.
• Educate end users on technology usage and best practices.

Collaboration & Reporting

• Interact professionally with users to deliver high levels of customer satisfaction.
• Work self-sufficiently while adhering to standards and contractual requirements.
• Provide regular updates and communication regarding ticket status and issue resolution.
• Support both BAU (Business-as-Usual) and project-based workstreams with flexibility and teamwork.

Do you have experience in Windows?, Travel: Ability to travel to remote locations as needed, The Deskside / Field Support Engineer will provide comprehensive technical support across a wide range of end-user technologies. This includes desktops, laptops, tablets, smartphones, AV equipment, comms room devices, cabling, software installation, and troubleshooting. The role requires strong technical expertise, excellent communication skills, and the ability to work independently while maintaining high service standards and meeting SLAs., * Strong expertise in end-user IT infrastructure: desktops, laptops, thin clients, printers, handhelds, smartphones, etc.

• Proficiency in Microsoft Windows 11 (and legacy versions), Office 365, Teams, Google Workspace, and commonly used enterprise applications.
• Administration experience in Azure, Intune, Active Directory (users, groups, policies, device management).
• Working knowledge of LAN technologies, network hardware, cabling, and basic connectivity troubleshooting.
• Experience supporting video conferencing systems and AV technologies.
• Versatile technical problem-solving skills across hardware, OS, drivers, and applications.

Business & Soft Skills

• Excellent verbal and written communication skills in English and/or local language.
• Strong customer-facing skills with the ability to provide polite, efficient, and solution-oriented service.
• Self-starter capable of working independently with minimal supervision.
• Analytical thinker with the ability to troubleshoot and resolve issues methodically.
• Ability to meet service levels and adapt to changing operational requirements.