Shift Desktop Engineer

Responsibilities:

• Desktop Support and Troubleshooting: Provide first and second-level support for desktop systems, laptops, peripherals, and software applications for end-users.
  Troubleshoot and resolve hardware and software issues, including operating systems (Windows, macOS, etc.), productivity tools, and application configurations.
  Assist with remote desktop support, ensuring users’ issues are addressed quickly and efficiently.
  
• Installation and Configuration: Set up and configure new desktop systems, laptops, and other end-user devices according to organizational standards.
  Install and update desktop software, operating systems, and necessary applications as part of system configurations or upgrades.
  Ensure that all desktop devices are compliant with organizational security policies and configurations.
  
• Device and Software Management: Maintain an inventory of desktop hardware and software, ensuring devices are adequately tracked and updated.
  Assist in the management of patching processes for desktops and laptops, ensuring systems are up-to-date with the latest security updates.
  Manage user accounts and permissions, including Active Directory management (creating, disabling, and modifying user accounts).
  
• Incident and Service Request Management: Respond promptly to incidents and service requests logged in the IT ticketing system, aiming for quick resolution or escalation as needed.
  Document and track all support interactions, ensuring clear records of issues, resolutions, and escalations.
  Escalate complex issues to the appropriate team members or higher-level support as needed.
  
• Security and Compliance: Ensure desktop systems adhere to company security policies, including antivirus software installation, patch management, and encryption settings.
  Assist in the implementation of security policies, such as password management and data protection.
  Respond to security incidents related to desktop systems and coordinate with the security team for further investigation if needed.
  
• Collaboration and Communication: Collaborate with other IT teams, such as server, network, and application support, to resolve issues that span across different platforms.
  Communicate effectively with end-users to ensure they understand the status of their service requests and solutions.
  Provide user training on standard desktop applications and security best practices when needed.
  
• Shift Coverage and Documentation: Work in a shift-based schedule, providing desktop support during non-standard working hours (evenings, weekends, holidays, etc.).
  Ensure that all relevant information and support tickets are properly documented and transitioned between shifts to maintain continuous support.
  Provide periodic reports on issues faced during shifts, contributing to continuous improvement initiatives.
  
• Hardware and Software Maintenance: Conduct routine maintenance on desktop hardware, such as cleaning, upgrading, and replacing parts as needed.
  Support the deployment and management of company-approved applications and software.
  Test and verify that hardware and software meet quality and performance standards before deployment to end-users.
  
• Customer Service and User Experience: Deliver excellent customer service by being responsive, approachable, and proactive in addressing user issues.
  Provide a positive user experience by ensuring timely and effective resolution of all desktop-related issues.
  

Requirements:

• At least 2–3 years of experience in a desktop support or IT support role, including experience in shift work or providing support during non-standard hours.
• Experience working with ticketing systems, remote desktop tools, and providing end-user support.
• Strong knowledge of desktop operating systems, including Windows, macOS, and Linux.
• Experience with Active Directory, user account management, and security group configurations.
• Familiarity with common desktop productivity software, such as Microsoft Office suite, email clients, and other business applications.
• Basic understanding of networking principles and troubleshooting (TCP/IP, DNS, DHCP, etc.).
• Experience with desktop imaging and software deployment tools (e.g., SCCM, Intune, or similar).
• Knowledge of remote desktop support tools and techniques.
• Strong analytical and troubleshooting skills to resolve complex hardware, software, and networking issues.
• Ability to identify recurring issues and contribute to solutions or long-term fixes.
• Excellent verbal and written communication skills for interacting with end-users and documenting issues and resolutions.
• Ability to explain technical issues in an understandable way for non-technical users.
• Strong customer service skills, with a focus on ensuring user satisfaction and a positive end-user experience.
• Ability to maintain a calm and professional demeanor under pressure.
• Ability to manage time effectively and prioritize multiple tasks and service requests simultaneously.
• Strong attention to detail while balancing support requests and shift responsibilities.

Please send your detailed resume in MS Word format to resume@goldtecHRs.com with:

• Education Level
• Working experiences
• Each employment background
• Reason for leaving each employment
• Last drawn salary
• Expected salary
• Date of availability