What are the responsibilities and job description for the Desktop Engineer L1 position at Service Global, Inc?
Key Responsibilities:
Technical Skills & Experience Required:
Mandatory Skills
Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC
- Provide on-site and desk-side support services to end users.
- Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
- Complete incidents and requests within SLA in a pressurized environment.
- Build, configure and troubleshoot Install "Gold" image on customer PC and laptop applications and hardware components.
- Ensure tickets are updated on a daily basis.
- Support meeting room environments and video conferencing.
- Support printers, scanners, and other peripherals.
- Support mobile devices, such as iPads, iPhones, and Android devices.
- End-User Data backup and restoration when required in the course of a service incident.
- Smart hands support for data center equipment as per required SLA (in specified locations)
- As directed by CLIENT Tech support will assist in troubleshooting the data center devices
- Replace defective components cards in data center equipment's as advised by CLIENT Tech Support e.g., Remove a module and replace it, reconnecting patch cables. Daily tape change in support of local Backup Routine in required sites
- Import /Export tapes to the tape libraries as advised by CLIENT tech support.
- The individual must have good customer-facing skills and be well presented.
- Demonstrates independent and pro-active thinking
- Builds effective relationships both within the team and across the business and Professional Services
- Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
- Must be able to work alone and unsupervised, taking the initiative when necessary.
- Must be organized and prioritize work appropriately.
- Fully vaccinated techs
Technical Skills & Experience Required:
- Must have experience of using a call logging system.
- Must have good working knowledge of Windows 7/10 and related Office applications.
- Support experience of MACs would be beneficial
- Knowledge of mobile devices, in particular Androids and iPhones
- Working knowledge of current and legacy hardware platforms. Experience with building, configuring, replacing and troubleshooting PC and laptop hardware components.
- Familiarity with Microsoft SCCM.
- Ability to replace defective parts, as identified by CLIENT.
- Excellent hands-on experience in installation and troubleshooting DC equipment's, Rack and Stack of the DC equipment/cable
- Excellent communications are mandatory in English and Local language
- Completion of CompTIA certifications-e.g.A , Network , etc
- Completion (or near completion) of Microsoft certifications-e.g.MCP, MCITP, MCSE etc
Mandatory Skills
Desktop/End-User Support/Break-fix/Desk-side/Basic Networking Skills/Windows, macOS, Hardware Troubleshooting (Laptops, Printers, Mobile Devices), IT Service Desk/Incident Management, Network & Compute Support, Software Installation & Upgrades, ITIL/IMAC