Desktop Support Engineer

About the role

Desktop Technician will provide day to day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer's various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.

Key responsibilities

• Provide support on Client Windows platform, for desktop/end user technologies
• Support Meeting Room, AV Room, Peripheral (audio, video and conferencing setups), collaboration tools, and mobile technologies and printing
• Work collaboratively with the Service Desk for end user break/fix and other support functions
• Troubleshoot and resolve hardware, software, and application issues
• Document steps performed to resolve challenges in a ticketing system
• Provide support for laptop/mobile devices, video conferencing, network/remote access
• Travel within the city as required
• Maintain composure and focus while troubleshooting and solving technical issues
• Communicate complex technical concepts in simple language
• Adhere to a schedule of client appointments while adapting to customer requests

About you

• Excellent working knowledge of Windows 7, 8, 10, 11
• Good working knowledge of Windows (MacOS a plus)
• Strong working knowledge of Workstations, desktop, laptop, printers/fax, and peripherals, graphics cards and network cards
• Strong knowledge of PC/Workstation builds (MS SCCM and MS MDM), Intune, Autopilot is a must
• Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy
• Basic troubleshooting knowledge of iPad, iPhone, Android, and other smart technologies
• Excellent working knowledge in asset/inventory management
• Strong Experience in Multi-Functional Printer troubleshooting
• Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable
• Excellent verbal and written communication in English

About us

At Total IT Global, we elevate your digital journey with cutting-edge innovation, to achieve your vision of 'the enterprise of the future'. We have a comprehensive portfolio of hardware and managed IT services for digital workplaces and data centres. We partner with high-growth enterprises to guide them through complex digital transformations with a consultative approach, offering customized solutions and services for all their business needs, across the entire IT asset life cycle. Constant innovation and service excellence continue to position Total IT Global as a Digital Experience Enabler at the leading edge of innovation.