Desktop Support Engineer

Key Responsibilities

• Independently resolve on-site incidents and service requests
• Provide VIP user support with professionalism and urgency
• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and
  device swaps
• Support Boutique IT environments and applications
• Hands-on support for POS systems, barcode scanners and payment peripherals
• Perform meeting room & AV support (Teams, Zoom, other vendor equipments)
• Act as hands-and-eyes support for server / network teams
• Manage printer and MFP support, including remote support team and vendor
  coordination
• Support PC refresh activities:
  o Device stagging, testing and replacement
  o Planning and end user communication
  o Data migration support (where applicable)
  o Decommissioning and return of old devices
• Ensure accurate CMDB and asset updates during moves, changes and refresh
• Educate users on self-help options and remote support tools.
• Highlight automation opportunities to achieve optimization and efficiency goals.
• Collaborate with relevant teams to automate recurring onsite support activities,
  including device management, printing, meeting room coordination, and server
  support.
• Record tickets for every activity performed during routine on-site support operations.
• Ensure compliance with service level agreements (SLAs) and key performance
  indicator (KPI) objectives.
• Promote remote resolution to reduce unnecessary dispatch visits
• Support local IT project activities and initiatives
• Handle escalations
• Local stock management
• End user trainings and new user induction trainings

Required Skills

• Strong troubleshooting and client-side incident resolution skills

• Experience supporting VIP users

• Good understanding of Windows, macOS, Office 365, ITSM and other workplace
  applications and tools

• Knowledge of HAM processes

• Ability to prioritise tasks and manage multiple activities

• Strong customer-facing and communication skills

• LAN/WAN and server room equipments fundamentals knowledge

• Fluent in English and local language

• ITIL process knowledge preferred

• Strong troubleshooting and client-side incident resolution skills

• Experience supporting VIP users

• Good understanding of Windows, macOS, Office 365, ITSM and other workplace applications and tools

• Knowledge of HAM processes

• Ability to prioritize tasks and manage multiple activities

• Strong customer-facing and communication skills

• LAN/WAN and server room equipments fundamentals knowledge

• Fluent in English and local language

• ITIL process knowledge preferred

• Independently resolve on-site incidents and service requests

• Provide VIP user support with professionalism and urgency

• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and device swaps

• Support Boutique IT environments and applications

• Hands-on support for POS systems, barcode scanners and payment peripherals

• Perform meeting room & AV support (Teams, Zoom, other vendor equipments)

• Act as hands-and-eyes support for server / network teams

• Manage printer and MFP support, including remote support team and vendor coordination

• Support PC refresh activities:

• Device stagging, testing and replacement

• Planning and end user communication

• Data migration support (where applicable)

• Decommissioning and return of old devices

• Ensure accurate CMDB and asset updates during moves, changes and refresh

• Educate users on self-help options and remote support tools.

• Highlight automation opportunities to achieve optimization and efficiency goals.

• Collaborate with relevant teams to automate recurring onsite support activities, including device management, printing, meeting room coordination, and server support.

• Record tickets for every activity performed during routine on-site support operations.

• Ensure compliance with service level agreements (SLAs) and key performance indicator (KPI) objectives.

• Promote remote resolution to reduce unnecessary dispatch visits

• Support local IT project activities and initiatives

• Handle escalations

• Local stock management

• End user trainings and new user induction trainings