Desktop Support Engineer

Requirements:

1. Diploma/Degree in Computer Science / Information Technology / Computer Engineering or equivalent.
2. 4+ years of practical experience in IT support demonstrating increasing levels of responsibility and technical expertise in an enterprise environment.
3. General IT operations experience including but not limited to desktops/ laptops/mobile devices, basic networks, security, printers, endpoint security, imaging, and remote tools.
4. Self-motivated, possess a can-do attitude and a strong customer support orientation.

Key Responsibilities:

1. Provide technical expertise and support to customers through phone, chat, ticketing system, and in person.
2. Provide strong knowledge, troubleshooting and support of WINDOWS 10 & 11 Office 365 especially Outlook and OneDrive.
3. Act as L2 technical support for a team of service desk analysts in resolving issues that are within scope.
4. Manage incident and request tickets by accurately logging them in ServiceNow while strictly meeting SLA.
5. Escalate to vendors for support when trying to claim hardware warranty to resolve issues as quickly as possible.
6. Strong familiarity with PC components like CPU, Motherboard, RAM, Graphics card storage etc.
7. Perform PC refresh, general preventative maintenance, install, upgrade, and troubleshoot computer hardware and any other authorised peripheral equipment.
8. IP phone, multi-function printers and video conference Level 1 support.
9. Provide business simulations support used in various courses.
10. Provide technical support in teaching spaces utilizing various software and hardware collaboration platforms like Zoom, MS Teams, Barco, Neat Bar, Crestron, and similar tools.
11. Assist in onboarding new staff by preparing and deploying IT assets.
12. Assist in offboarding leavers by collecting IT assets and preparing them for refurbishing or retiring.
13. Provide Executive / VIP / VVIP support.
14. Work with other members of the team Onsite Engineers, clients, and stakeholders in a professional and timely manner.
15. Attending and participating in regular scheduled team meetings, development trainings, and workshops as needed.

Desirable Qualifications:

1. MAC OS / IOS devices support experience is desired but not mandatory.
2. Any relevant IT industry certification like ITIL Foundation/CompTIA A+/Network+/ CCNA is desired.

To succeed in this role, you should:

1. Have a genuine interest and passion for learning new technologies and thrive in a diverse culture and school environment.
2. Possess effective communication skills in explaining technical matters for non-technical business users.
3. A customer-centric approach with a focus on delivering high-quality support and maintaining a positive user experience.
4. Demonstrate adeptness in managing numerous responsibilities and arranging them by priority in a fast-paced environment.
5. Willingness to collaborate and work as part of a diverse team.
6. Demonstrate a strong dedication to continuous personal growth and advancement.

An exciting and unique opportunity awaits the successful candidate.