Desk Side Support Engineer Level 2
Desk Side Support Engineer Level 2
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Job Description
Overview
The Onsite Engineer provides enduser Onsite Support and will resolve issues that cannot be resolved remotely. Onsite support must lead to higher local resolution of incidents and requests and improved productivity/ improved customersatisfaction.
All round IT professional with good communication skills Maintains and build relationships with endusers on location
IT professional with good communication skills
Knowledge of cloud imaging processes through Microsoft InTune
Onsite involvement in hardware inventory tracking and registration of all assets used
Perform onsite Installation Moves Adds and Changes (IMAC) as requested by users on sites.
Providing a customer focused IT support to the business ensuring a responsive and informed service and coordination of site related IT activities
Active user interaction and handling of IT related user questions and issues during site visits.
Coordination and resolution of local site issues and General & local facilities
Identifying recurring incidents and be proactive in proposing resolutions to reduce the number of incidents where possible (Local Incident) Mgt.
Manage incidents on campus site level
Basic network knowledge
Organize productivity meetings on dispatch sites based on agreed schedule
Local language and English CEFR B2 (written and verbal)
Responsibilities
Work Experience: More than 24 months
- Field incoming help requests from end users via both telephone and work orders in a courteous manner
- Document all pertinent end user identification information including name department contact information and nature of problem or issue
- Build rapport and elicit problem details from help desk customers
- Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
- Record track and document the help desk request problemsolving process including all successful and unsuccessful decisions made and actions taken through to the final resolution
Other skills:
- Ability to advise and to present to one or more customer staff.
- Monitor and control daily service call activity utilization inventory levels and service levels.
- Exceptional customer service
- Advanced knowledge in Customer Service Aptitude
- Resolving technical problems with hardware software and connectivity.
- Troubleshooting customer issues while maintaining agreed upon service levels for customer contact and resolve
- Participate in the configuration and support of internal systems.
- Ability to work effectively with Logistics
- Adherence to assigned schedule
- Adhering to documented policies procedures and processes for nsc that are specific to the service.
- Clear and concise documentation of all customer interaction within appropriate CRM tool.
- Able to function in a team environment
- Maintain knowledge levels as industry enhancements occur
- Support installation and implementation of connectivity and highend systems products
- Continuous improvement of service delivery.
Qualifications
Sound knowledge of:
- Advanced knowledge in Computer Hardware
- Advanced knowledge in Common Software applications
- Advanced knowledge in Microsoft Operating system
- Proficient knowledge in Printer Hardware
- Proficient knowledge in configuring and troubleshooting networking wireless and VPN features of enduser devices
- Proficient knowledge in Ticketing software
- Microsoft Office & Office 365 applications
- PCLaptop hardware
- PCLaptop peripherals including printers
- Mobile devices
Awareness of;
- Active Directory
- Exchange
- Apple OS
- Network and server hardware and components
IT qualifications may include:
- A Certification; Baseline OEM Certifications which include any of the following depending on assignment: Dell Desktop/Laptop HP Desktop/Laptop/Printer Lenovo Desktop/Laptop Lexmark Printer IBM Printer Server
- PCLaptop OEM Maintenance Certification
- CompTIA A Certification
- Microsoft Certified IT Professional (MCITP) certification in desktop area
- Microsoft Office Specialist (MOS) certification
Employment Type
Full-Time
