Responsibilities

  • Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office
  • Handle hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers
  • Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
  • Familiarize end users on basic authorised software, hardware and peripheral device operation
  • Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
  • Liaise with vendor support contacts to resolve technical issues within the desktop environment
  • Escalate issues and involve next level of support wherever required in order to resolve issues as quickly as possible and any other authorised desktop applications & Microsoft or related security patches/Policies
  • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment
  • Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
  • Performs remedial repairs on computers, laptops, printers and any other authorised peripheral equipment
  • Resolve and update incidents with in SLA and also update stakeholders for P1 cases
  • Update KB with solution provided
  • Assist with other Ad-hoc activities and events.

Requirements

  • Diploma in IT / Computer Engineering or equivalent
  • At least 2 years of relevant experience
  • Prior experience in supporting Windows OS, Microsoft Office Suite, Anti-virus software etc.
  • Certification in ITIL Foundation is preferred