Desk side Level 1 Role (Desktop Technician)

Candidate must be local citizens to the UK.

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 Include:

1. Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding desktop support, printers, PDAs, BlackBerrys, and LAN cable drops.
2. Providing 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets.
3. Providing infrastructure administration functions.
4. Providing on-site cover from 8:00 – 19:00 hours Mon-Fri as part of a shift arrangement.
5. Being prepared to work out of hours when required and to provide out of hours on-call support cover.
6. Troubleshooting and resolving software issues; reimaging computers/hard drives and backing up and restoring settings.
7. Taking ownership of issues through to resolution on all appropriate requests.
8. Categorizing and prioritizing end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
9. Moving equipment associated with escalated help desk incidents and service requests.
10. Performing asset inventory activities as needed.
11. Training and orienting staff on use of hardware and software.
12. Recommending and/or performing upgrades on systems (Workstations & Printers) to ensure longevity.
13. Working with procurement staff to purchase hardware and software.
14. Working in a project-based environment requiring flexibility and teamwork. Performing other duties as assigned.

Technical Skills:

1. Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphones, etc.
2. Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications (e.g., Office).
3. Administration experience of MS Active Directory users & groups, policies, and management concepts.
4. Effective communication by Engineer in English and local languages is mandatory.

Business Skills:

1. Ability to interact with customers to ensure that the service is polite, efficient, and responsive.
2. A self-starter with the ability to work on their own initiative.
3. Ability to work through issues analytically to a successful conclusion.

Desired Experience:

1. At least 1 - 3 years of experience in the field or in a related area required.
2. Prior experience on Desktops, Workstations, Notebooks, and Printers.
3. Collaboration experience including remote control of PCs and video conferencing knowledge.
4. Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects/upgrades (workstations).
5. Strong Microsoft Office skills (Outlook, Word, and Excel).
6. Thorough understanding of Outlook's calendaring tool.
7. Understanding of Exchange functional accounts and how they are used within Microsoft technologies.
8. Strong customer service skills.
9. Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
10. Strong written and verbal communication skills (English and local language).
11. Must be detail-oriented and self-motivating.
12. Background security check required.

Additional Language Skills:

English and Local Language

Skills: blackberrys, software, it, customer service, exchange, ms active directory, workstations, outlook, infrastructure, desktop support, english, lan cable drops, microsoft windows desktop operating systems, printers, microsoft, communication, microsoft office, verbal communication, customer, written communication, it infrastructure, pdas, skills.