What are the responsibilities and job description for the Desktop Engineer position at Hallmark Global Solutions Ltd?
Deskside Support Engineer (2-3 years)
· Local service support for Windows & MAC - laptops, desktops, PCs, and etc.
· Onsite service for routine work performed on customer’s computer equipment. Service includes onsite installations of hardware and software including testing, hardware relocations, addition of hardware/software/external equipment as well as changes and upgrades for devices to restore services within the customer location.
· Provide maintenance (response, diagnosis, repair, and restore) of the physical devices at customer locations
· Onsite maintenance and support of customer’s printers, which includes consumables replacement and troubleshooting for fixing print Issues
· Coordinate with Engineering team to ensure incidents are resolved according to service level targets
· Perform final checks prior to closing incidents:
o User confirmation that service has been restored
o User satisfaction survey
o Confirmation of correct incident categorization for Problem Management
o Confirmation of sufficient resolution detail for Problem Management
o Assessment of any required changes to Configuration Management System
o Update the Knowledge base
Language Requirement
English and Spanish
Required Qualifications
· Good communication skills
· Hands on 2-3 year experience on End User Workstations (Laptops, Desktops, Printers).
· Ability to solve complex hardware and software issues.
· Hands-on experience with Windows/Linux/Mac OS environments
· BSc in Computer Science or relevant field
