Desktop Specialist

About the Role

• 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.
• Perform smart hands support for data center equipment as per required SLA (in specified locations).
• As directed by CLIENT Tech support, assist in troubleshooting data center devices.
• Replace defective component cards in data center equipment’s as advised by CLIENT Tech Support (e.g., remove and replace a module, reconnecting patch cables).
• Perform daily tape changes in support of local Backup Routine in required sites.
• Import/Export tapes to the tape libraries as advised by CLIENT tech support.

Key Responsibilities

• (See "About the Role" section for detailed responsibilities)

Requirements & Tech Stack

• Experience using a call logging system.
• Good working knowledge of Windows 7/10 and related Office applications.
• 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.
• English and local language are mandatory for communication.

Qualifications

• Completion of CompTIA certifications (e.g., A+, Network+).
• Completion (or near completion) of Microsoft certifications (e.g., MCP, MCITP, MCSE).

Skills & Attributes

• Good customer-facing skills and professional presentation.
• Demonstrates independent and pro-active thinking.
• Builds effective relationships both within the team and across the business and Professional Services.
• Ability to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.
• Ability to work alone and unsupervised, taking the initiative when necessary.
• Organized and able to prioritize work appropriately.
• Support experience of MACs would be beneficial.