Desktop Technician

• Maintain current versions of the technical certifications listed for the relevant Job Profile and stay current with technology updates relevant to that Job Profile
• Will have the Skills, qualifications, and experience necessary to perform the Assignment Work to high professional standards, which are at least industry standard professional levels in accordance withthe relevant Job Profile requirements and the defined Skills
• digital-first and AI enabled resolution strategy through multiple operational strategies at Customer locations with potential visits to other office locations.
• Event Support: Audio and Video Readiness, Event Planning, Communications
• VIP/Exec level support?capability.
• Onsite and Field IT Operations: Vehicle Technologies, Smart Hands, Legacy Technologies, Storm Recovery Operations.
• IT Software/Hardware Asset Management.
• Issuing and acting on IT Incident and Request tickets that require higher trained individuals, including advanced software, hardware, and server related, etc.

Main Responsibilities include:

• Accurately testing,?identifying,?preparing,?repairing, resolving, and documenting end user technical issues relating to Desktop support. Devices include, but not limited to Desktop PC, Micro PC, Thin Client, Laptop, Tablet, Smartphone,?Desk equipment, Cabling, Comms patching,?Printers, MFDs,?and basic network connectivity.
• Hands on role,?expected to provide?2nd?line IT support to the business community ensuring that all requirements are met within agreed service level agreement
• Customer ticketing?is worked upon to ensure the?timely?delivery of service, along with regular, professions, users facing updates
• To provide infrastructure administration functions
• Providing on-site cover as part of a shift arrangement
• Support?inline?with contracted business working hours
• Provide site support in remote offices when?required
• Troubleshooting and resolving software issues;?OS?Imaging/reimaging 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?Customer?ticketing system to track tickets and provide up-to-date status and information
• Ensuring regular customer interaction to adhere with update SLA’s and?high levels?of customer service
• Providing daily ticket updates to ensure users are fully updated on?updates
• Move equipment associated?with’service requests,?inline?with health and safety guidelines
• Performing asset inventory activities as needed
• End user training and guidance?on?the?use of hardware and software

• Recommends and/or performs upgrades?to end user devices

• This position requires the ability to work in a?BAU and/or?project-based environment requiring flexibility and teamwork
• Performs other duties as assigned?

Minimum of 4+ Years Experience

Ability to travel to remote locations

You will be required to provide Deskside/OSS/FSO technical support to Desktop PCs, Laptops, Tablets,’smart Phones, Desk telephony, AV equipment, Comms room devices/activities, desk cabling,’softwareinstallation and troubleshooting and any other related technology

Providing a high level of customer’satisfaction and extremely strong communicator in both verbal and written communication in the local language.

‘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., * Strong Windows 10 & 11 OS Build and Support

• Extremely’strong communication’skills, both written and spoken
• Well versed in providing a very high?level of customer service to both users,?customers?and colleagues.
• Meet all Service Levels specified and be able to support and meet the requirements specified in the relevant Job Profile and/or their Contingent Person’s Assignment.
• Capable of troubleshooting issues with an end-user device, including all hardware, operating system, driver, or client application challenges.
• Capable of deploying or redeploying required OS images and builds (as well as, future images/builds) on compatible Legacy hardware (Example: Win10, Win7, etc.).
• Capable of virtual desktop activities, such as capacity planning, monitoring, provisioning, image maintenance, persistent and nonpersistent multisession tuning and management, cost optimization, incident management coordination with business owners.
• Capable?of ensuring device health is?monitored,?reported?and remediated (DEX).
• Capable of?maintaining?OS currency using established processes?leveraging’service Rings.
• Capable?of performing Routine Technology Health Checks and capable of providing in-person services for items in the relevant service catalogue.
• Capable of performing semi-annual tests,?required?remediation, and validation reports for the Code Blue emergency safety feature installed in vehicles, according to the Customer’s testing procedures provided to Supplier.
• Capable of offering remote and on-site technical services (proactive and reactive) Smart Hands to the Customer and its associates.
• Capable of mobile devices support such as: Persona management, application access, device enrolment, OS?maintenance?and Device Firmware Updates (DFU).
• Possess?the skills, qualifications, and experience necessary to perform the Contingent Person’s Assignment Work to high professional standards, * Excellent skills in user IT infrastructure - Desktops, Laptops, Printers, Handhelds, Smartphone etc.
• Strong technical skills in Microsoft Windows 10 & 11 (including Legacy versions), Office 365, Teams, Google,’service Now?and?other?well-known?applications?
• Administration experience of Azune, Intune, MS Active Directory users & groups,?policies?and management concepts
• Effective communication in English and/or local language
• Basic known workings of LAN technologies and hardwar
• Ability to support technical video conferencing equipment

Business Skills:

• Ability to interact with customers’so as to ensure that the service is polite,?efficient?and responsive’service is provided
• A self-starter with ability to work on their own initiative
• To work through issues analytically to a successful conclusion
• An individual with a minimum of 4+ years’ experience