Desktop Support Engineer

We are seeking a dynamic and proactive Desktop Support Engineer to join our IT support team. We are hiring for this role in multiple locations including Italy, France, Germany, and Japan. In this role, you will be the first point of contact for end-users experiencing technical issues, providing exceptional customer service while resolving a wide range of hardware, software, and network problems. Your energetic approach will help ensure seamless computer management and IT infrastructure support across the organization. This position offers an exciting opportunity to develop your technical expertise and contribute to a collaborative, fast-paced environment focused on delivering outstanding technology solutions., * Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

• Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years' experience in Windows Desktop support.

Responsibilities and Functions

a) Provide first/second level contact and problem resolution for customer issues.

b) Work with Third Party Vendors to remediate complex AV issues as needed.

c) Provide timely communication on issue status and resolution.

d) Maintain ticket updates for all reported incidents.

e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.

f) Should have basic knowledge of Mac operating system, to support Apple pc users.

g) Install, upgrade, support and troubleshoot for printers, computer hardware.

h) Performs general preventative maintenance tasks on computers, laptops, printers.

i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment. Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

j) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

In addition, the Band 1 technicians will mentor and assist Band 1 technicians in their work and provide support to Band 3 Engineers in resolving tickets.

• Proven experience in technical support or desktop support roles with a strong focus on customer service.
• Proven analytical, troubleshooting and problem-solving skills.
• Solid understanding of computer hardware components and troubleshooting techniques.
• Proficiency in managing Windows and macOS operating systems, along with familiarity with Linux environments is a plus.
• Knowledge of computer networking concepts including LAN setup, VPN configuration, firewalls, and network security protocols.
• Proven ability to multi-task, effectively determine priorities and meet SLA's.
• Excellent communication relationship-building and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.