[LPS] Desktop Engineer - Contractual

About the role:

Desktop Support Engineer is responsible for the daily L2 IT support and management and Tech Refresh of hardware and software systems within the organisation.

Key responsibilities:

• Provide L2 desktop support and troubleshoot IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues
• Assist in the hardware and software, Windows and Mac OS installation, imaging, upgrades, technical refresh, troubleshooting, backup and software deployment
• Troubleshoot M365, Outlook, MS Teams, One Drive, SharePoint and Microsoft office applications Word, Excel, PowerPoint
• Provide technical support in troubleshooting, diagnosing, and resolving end-user incidents, requests and problems through desktop support services and remote support, where appropriate
• Baseline image creation and tailoring of Windows operating system images to form a core baseline
• Responsible for users and devices onboarding, offboarding, Tech refresh, OS patching and upgrading
• Ensure hardware and software asset records are maintained properly and perform year end wall to wall inventory checks
• Document detailed notes, promptly update comments in the ticketing system (ServiceNow) and provide accurate and timely customer updates
• Monitor desktop engineer queues and walk ins, pickup tickets and resolve tickets by ensuring SLAs are met, and quality practices are being followed
• Respond to customer escalations in person and/or via email in a timely manner

About you:

• Diploma or bachelor's degree in information technology, Computer Science, or related field
• Minimum 3 to 5 years of experience in endpoint support and project handling
• Strong hands-on technical support experience of Windows, MacOS, AD, Intune, O365, DEX, Email, Printing, Hardening, Imaging, Installing, Upgrading and Anti-Virus, LAN and VPN
• ITIL certification, Microsoft certifications
• Familiarity with ServiceNow ticketing system, CMDB, Asset management
• Excellent problem-solving skills in a multi-tasking, fast-paced and complex work environment
• Ability to work as a team and independently with minimum supervision
• Strong communication and writing skills

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