Desktop Support Engineer

Purpose

Provides first line support to customers resolving issues or escalating (to 2nd line support) within the agreed service level agreement.

Work Overview

• First response for desktop and cabling issues.
  
• Research and identify solutions to software and hardware issues.
  
• Diagnose and troubleshoot technical issues including account setup and network configuration
  
• Works with servers and telephone systems.
  
• Refer to internal database or external resources to provide accurate tech solutions
  
• Ensure all issues are accurately logged
  
• Prioritize and manage several open issues at one time
  
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  
• Troubleshoots independently aiming for first time resolution every time knowing when to escalate when required to ensure consistent work velocity.
  
• Provides detailed information on steps taken on all escalations.
  

Requirements

Requirements

• Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role.
  
• Excellent problem-solving and communication skills.
  
• Hands on experience with Windows 7 thru 10 Windows Server and Mac operating systems
  
• Knowledge of network security practices
  
• Ability to provide step-by-step technical help both written and verbal
  
• Must be confident and socially adept
  
• Experience with Microsoft Office Suite
  
• Must be a fast and pro-active self-leaner
  
• Must have a positive and helpful attitude towards other colleagues and work in general
  
• Must be able to handle pressure from time to time and always meet deadlines
  
• Ability to travel and work after hours when necessary
  
• Must have excellent time management prioritization scheduling and organization skills.
  
• Degree in Electronic and Computer Engineering or Computer Science.
  
• Certifications in Microsoft Linux Fortinet Cisco or similar technologies is a plus