Desktop Support Engineer

This position assists staff with technical support of desktop computers, applications, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems.

Main Responsibilities

• Accurately test, identify, repair, resolve, and document end user technical issues regarding desktop support, printers, PDAs, BlackBerrys, and LAN cable drops
• Provide 1st line IT support services to the business community ensuring all requirements are met within agreed service targets
• Perform infrastructure administration functions
• Provide on-site coverage from 8:00 – 1900 hours Mon‑Fri as part of a shift arrangement
• Be prepared to work out of hours when required and to provide out‑of‑hours on‑call support cover as needed
• Troubleshoot and resolve software issues; reimage computers/hard drives, backup and restore settings, and perform associated systems administration activities
• Take ownership of issues through to resolution on all appropriate requests
• Categorize and prioritize end user support requests and service requests using a customer ticketing system to track tickets and provide up‑to‑date status and information
• Move equipment associated with escalated help desk incidents and service requests
• Perform asset inventory activities as needed
• Train and orient staff on use of hardware and software
• Recommend and/or perform upgrades on systems (workstations & printers) to ensure longevity
• Work with procurement staff to purchase hardware and software
• Work in a project‑based environment requiring flexibility and teamwork
• Perform other duties as assigned

Technical Skills

• Excellent skills in user IT infrastructure – desktops, laptops, printers, handhelds, smartphones, etc.
• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications such as Office
• Administration experience of Microsoft Active Directory users & groups, policies, and management concepts
• Effective communication in English and local languages is mandatory

Business Skills

• Ability to interact with customers to ensure service is polite, efficient and responsive
• Self‑starter with ability to work on own initiative
• Analyze issues and work through them to a successful conclusion

Desired Experience

• At least 1‑3 years of experience in the field or a related area
• Prior experience with desktops, workstations, notebooks and printers
• Collaboration experience including remote control of PCs and video conferencing knowledge
• Deliverables include ensuring proper levels of run and maintain support and hands‑on assistance for IT infrastructure projects/upgrades of workstations
• Strong Microsoft Office skills (Outlook, Word, and Excel)
• Thorough understanding of Outlook’s calendaring tool
• Understanding of Exchange functional accounts and how they are used within Microsoft technologies
• Strong customer service skills
• Ability to provide consistent, excellent customer support to all staff, representing a variety of personalities and management levels
• Strong written and verbal communication skills in English and local language
• Detail‑oriented and self‑motivating
• Background security check required
• Additional language skills in English and local language

This role is subject to a post‑offer Background Verification in accordance with the local country legislation.

NO AGENCIES

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.