Desktop Support Engineer

Job Description:

Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5+ years’ experience in Windows Desktop support.

Position Responsibilities and Functions

·       Experienced in Desktop Laptop, troubleshooting 

·       Experienced in installation, configuration and OS troubleshooting 

·       Experienced in Asset Management Should have experience in application support 

·       Knowledge on iPhone configuration  

·       Should have exposure to basic network troubleshooting 

·       Exposure and understanding of ticketing tool  

·       Understanding of ticketing process incident/service requests 

·       Understanding of SLA and meeting targets 

·       Understanding of Service desk process of logging tickets and allocation 

·       Understanding of Asset/inventory record process, System & Peripherals movements etc 

·       Understanding to coordinate with vendors/principles 

·       Understanding of client management, user response (email/verbal)  

·       Managing SLAs for its respective sites.

·       Hands-on experience on ticketing application.

·       Knowledge of Hardware asset management.

·       Working on incidents and requests, troubleshooting hardware and software issue.

·       Experience to Installation and configure operating systems, applications and software/driver updates.

·       Experience on remote assistance in PC set up, upgrades, troubleshooting.

·       Hands-on experience on  Microsoft excel.

·       Preparing/updating reports for the tickets processed, Inventory report, keeping a track of assets/Stocks movement across sites.

·       Keeping required documents handy and updated.

·       Escorting third party engineers at site.

·       Smart hand request/Hands and feet support for network/printer/firewall activities etc.

·       Packing and unboxing laptops.

·       Quality Assurance Testing of laptops

·       Move equipment between Hub/tech Hub, Goods in and Loading Bay

·       Disposing equipment

·       Liaising  with site facilities for maintenance of the Hub/tech Hub area

·       Monthly/weekly Inventory audit

·       Placing Hardware/accessories orders and managing Threshold stock

·       Handling Customer service support

·       Deskside  Support calls

·       Receiving equipment from clients and updating stockroom.

·       Managing stockroom.

·       Should have worked in Manufacturing & Production line support from IT Perspective

Soft Skills 

·       Excellent communication and conversation skills 

·       Should have a great customer handling skills.

·       Able to handle unforeseen situations

·       Can drive HCL’s value and its methodology 

·       Other Skills / Experience 

·       Ability to work flexible hours from time to time to cover for other URGENT issues which may occur at the site. 

·       Language requirement – Should be fluent in French, Dutch and English (Read, Write & Speak)