[LPS] Desktop Engineer - Tech Refresh

Why Work at Lenovo

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

Description and Requirements

• 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.
  • Ensure tickets are created/updated in ServiceNow and issues are resolved on time to meet the defined SLA.
  • 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.
  • Determine root causes and create corrective action plans.
  • Create standard operating procedures (SOPs), documentations and update existing SOPs and technical documents for specialized technical support.
  • Ability to multi-task and handle daily operations while providing regular status updates to the Team lead.
  • Good problem solving and analytical skills.
  • Perform any other assignment/duties as assigned.

  Qualifications

  • 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 will be an added advantage

• Job Description

  Role Summary

  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.
  • Ensure tickets are created/updated in ServiceNow and issues are resolved on time to meet the defined SLA.
  • 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.
  • Determine root causes and create corrective action plans.
  • Create standard operating procedures (SOPs), documentations and update existing SOPs and technical documents for specialized technical support.
  • Ability to multi-task and handle daily operations while providing regular status updates to the Team lead.
  • Good problem solving and analytical skills.
  • Perform any other assignment/duties as assigned.

  Qualifications

  • 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 will be an added advantage