Desktop Support Engineer

• Troubleshoot and resolve technical issues related to hardware, software, telecom and network - Windows OS, Desktop, Email (Exchange), Active Directory, Microsoft Intune
• Participating in the development and maintenance of Active Directory group membership, computer hardware standards, and peripheral standards
• Configuration and support of printers in a Windows network environment
• Create, test and develop current Workstation images
• Support for all Windows services and desktop applications
• End user support on all corporate platforms including mobile devices
• Regular maintenance and updates to all applications and desktop hardware
• Handling the inventory and preparation of new and/or old equipment
• Creating Technical documentation for staff
• Ensuring all Service Desk tickets are dealt with effectively and efficiently, providing solutions to technical IT problems or escalating the issue for an expedient resolve
• Providing high quality first/second line technical support to all internal users in local office and remote locations
• Working with the management to improve systems and user relations
• Following up issues with users to ensure that problems are resolved and customer service is improved
• Conduct remote and onsite troubleshooting
• Direct unresolved issues to the next level of support personnel
• Help create technical documentation and manuals

Qualifications:

• Hardware & Software Certifications in current technologies desirable - Microsoft, Lenovo, HP
• Strong skills in the installation and configuration of a wide range of current industry operating systems, software & utilities including Windows and Office in a corporate environment
• Solid PC Hardware skills - competent in all aspects of PC / laptop / peripheral installation, repair, parts replacement and configuration
• Demonstrated experience effectively collaborating with other functions
• College diploma or University degree in the field of computer science, information technology, engineering or equivalent relevant work experience / certifications
• Requires 2+ years of experience in desktop support and must have 1 year experience supporting international and or global organizations
• Must have experience working with ticket-based systems (Service Now) for registering incidents and requests
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• ITIL Foundation Certification
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Service Now)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Must be a self-starter that requires only limited supervision/guidance, able to work independently and autonomously
• Strong Learning capability and commit to self-development
• Core competency & Associated behaviors for the job
• Always think and act with the customer in mind - Understand customer