What are the responsibilities and job description for the Desktop Support Engineer position at Teceze Ltd?
Job Details
Support could include HW support, desktop application support (PC refreshes and imaging), and peripheral support (printers, RF scanners etc).
Top Skills Details/Experience
2 years of IT experience in a corporate environment this should include using some kind of ITSM tool to open, complete and transfer tickets. (ServiceNow)
2 year System Support Analysis in maintenance of Active Directory, printers, mobile communication devices, CISCO Any Connect VPN troubleshooting
2 year Desktop/laptop software, patching and imaging experience.
IT Deskside Support Technician responsibilities
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Keep record of problems and their resolution
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Provide knowledge based articles for IT products or services
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
Setting up accounts for new users
Repairing and replacing equipment as necessary
Testing new technology
Field support to include large distribution facility and may include ladders, forklifts, scissor lifts, etc.
Technical Environment Support
Support Multiple Handheld/Wrist RF Units in warehouse distribution center fast-paced environment.
Multiple Printer support (Zebra) to include print head alignment, part replacement, calibration and advanced troubleshooting
Keep inventory of all equipment, software, and license within Aspen platform
Respond to customer issues via phone, email and computer chat
Responsible for meeting SLA s
Manage multiple projects as needed
Maintain computer systems and act as support if any system goes down.
Responsible for PC s, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc).
Maintain user PCs, including upgrades and configuration as needed.
Assist with onboarding of new users
Effectively update tickets and documentation
Provide commitment to customer service for both coworkers and customers
Document customer interactions
Follow up with customers to ensure issues are resolved.
Perform proactive tasks when not working ongoing incidents to prevent potential future interruptions to service
