Desktop Support Technician

• Provide second-line investigation and diagnosis after Service Desk.
• Resolve and close incidents and service requests as per procedures and allocated timelines.
• Escalate unresolved incidents and service requests within agreed timescales.
• Log incident and service request details per help desk procedures.
• Communicate with customer regarding incident progress.
• Ensure tickets are always updated until issues are resolved.
• Conduct customer satisfaction callbacks and surveys.
• Complete training for On-Site Support Analysts.
• Comply with Quality, Health, Safety and Environment policies and IT policies.
• Liaise with customers, other IT support groups and third-party providers when necessary.
• Perform physical support for Network Refresh Activities.
• Manage user on/off boarding process activities including delivering new laptops and taking custody of returns.
• Provide smart-hand support for AV rooms, network, and facilities.
• Manage e-waste data wiping and clean-up activities.
• Coordinate and follow-up with OEM Vendors.
• Support the use of mobile devices to ensure user activation.
• Maintain field connectivity at Teleport sites to ensure hardware is in optimal condition.
• Provide hardware support for Printing Server infrastructure including additions, changes, or removals.
• Provide Data Server hardware support for storage service infrastructure.
• Support ePACS Server infrastructure hardware adjustments.
• Support HR with on/off boarding processes to ensure PC tracking.

Skills:

• Desktop Support.
• Installation.
• Configuration.
• Imaging.
• Ticketing system.
• Hardware Repair.
• SRSS.
• Autopilot.
• O/S Imaging.
• VSAT.
• UPS Maintenance.
• COTS Support.

• 5+ years of experience in Desktop Support.
• Experience with install, configure, image, and ticketing systems.
• Ability to perform hardware repair and upgrades.
• Experience with staging PCs using SRSS and/or Autopilot.
• Knowledge of manual O/S imaging, installation, configuration, and upgrades on laptops.
• Experience with COTS (Outlook, Office, Adobe etc.) and enterprise application break/fix support.
• Technical support experience for configuring field connectivity with VSAT.
• Experience with UPS system maintenance coordination.
• Knowledge of IT hardware disposal regulations and inventory audits.

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