Desktop Support Engineer

Job description:

ROLES AND RESPONSIBILITIES

Provide 1st and 2nd level support

• Technical assistance and support for incoming IT Helpdesk and End User desktop queries and problems.
• Laptop/desktop/peripherals hardware and software technical support.
• Windows 7/10, Windows server, file/print/scan services, Outlook/Office 2016, Office365 suite, 2FA, LAN\WAN/Wireless network connectivity, VPN, mobile devices, meeting room audio/video conferencing systems, PABX and basic application troubleshooting.
• Perform PC/Laptop Refresh, Onboarding and off boarding of users and ensure asset inventory tracking is updated.
• Escalate issues to OEM/vendors and follow-up until the resolution of the problem.
• Out-Of-Office-Hours On-Call support.

Systems administration and maintenance

• Provide Wintel server, Active Directory, GPO, WSUS, Software deployment and system administration.
• Liaise with external vendors for any related hardware/software maintenance and services.
• Perform Installation/Configuration/Monitoring/Patching/Upgrades of desktops, servers, operating systems, antivirus, databases and other system related software.
• Participate in disaster recovery testing.

IT governance & documentation

• Involve in regular review and update of infrastructure policies, procedures and system documentation to ensure compliance.
• Plan and conduct end-users training as needed.
• Conduct quarterly IT asset counts.

REQUIREMENTS

• Degree/Diploma in Electronic/Computer Engineering or Computer Studies or equivalent.
• Certification in ITIL foundation, Microsoft 365 or MCSA are advantageous.
• At least 2 years of working experience in IT helpdesk providing 1st level and 2nd level end user desktop support.
• Strong experience in End user hardware and software technical support, Windows 7/10, Office 365 administration and Active Directory.
• Experience in networking, storage and database administration.
• Able to work on a rotating 2nd level Out-Of-Office-Hours support On-Call basis.
• Knowledge of ITIL operation.
• Strong analytical skills, ability to work independently and in a team environment.
• Possesses good attitude, good interpersonal and communication skills.