Desktop Support Engineer | HMO on Day 1 + Free Dependent

About the role

The Desktop Engineer's role is to maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all county hardware and equipment while ensuring its optimal performance. The individual will also troubleshoot problem areas in a timely and accurate fashion and provide end-user training and assistance where required.

Key responsibilities

• Liaise with and provide training and support to end-users and staff on computer operation and other issues
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products
• Install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end-users, and recommend and implement corrective hardware solutions, including off-site repair as needed
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment
• Monitor and test PC performance and provide PC performance statistics and reports
• Construct, install, and test customized configurations based on various platforms and operating systems
• Accurately document instances of hardware failure, repair, installation, and removal
• Submit weekly engineer Report(s) to Desktop Support Team Leader

About you

• 3 to 5 years of experience as a successful Level 2 Desktop Engineer
• Experience working in a BPO setting
• Average English communication skills
• Ability to mentor and lead junior engineers
• Proven Technical Experience in Hardware and Software rollouts
• Proven Technical experience in Desktop, Network, Server, and peripheral device maintenance and installation
• Experience in ticketing systems and SLA
• Bachelor's or Associate's degree in technology-related field or equivalent experience
• A+, Network+, and other technical certifications is an advantage
• Hands-on experience or working familiarity with JumpCloud (or a comparable directory/identity management platform) and Google Workspace administration