Desktop Support

We are looking for a capable resource to coordinate ranging from simple activities to more complex plans. This role will provide onsite/ on-call assistance to end-users within the organization’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

**IT Skills and Experience**
- Desired Experience:

- End User Support Experience
- Three to four (3-4) years’ experience providing IT Infrastructure field support which
- includes troubleshooting hardware, software, operating system issues and problems and
- fixing the issues without impacting / violating the hardware warranty or customer security
- compliance requirements.
- Good Customer management skills,
- Good in oral and written communication
- Able to interact and work with customers at different levels.
- Self
- Driven and result-oriented.
- Really passionate about the work
- Ability to work with deadlines and complete tasks on time.
- Hardware Troubleshooting and Repair
- Hands on experience in installing & troubleshooting hardware issues for Laptop, Desktop, Printers and accessories
- Basic knowledge of enterprise LAN, WAN, Server setups, and concepts. Ability to perform
- smart and physical assistance activity under instruction, at sites.
- Ability to lift/move computer equipment weighing up to 50 lbs.
- Conference room A/V equipment assistance & troubleshooting
- Basic VOIP phone configuration & troubleshooting
- Smart hand support for peripheral and networking hardware, including, but not limited to monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, and multi-port data termination panels all under ‘Smart Hands’ capability

**Operating System & Software**:

- Skilled in desk-side support for Installing & troubleshooting Operating Systems (Win 7/ Win 10 / MAC / Linux)
- Experience with Anti-spyware and Anti-virus software.
- Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles
- Basic understanding, mail configuration and troubleshooting of Mobile Device
- Management system ( Airwatch / Xenmobile / Mobile iron etc),
- Basic understanding on Data backups,
- Basic understanding and troubleshooting for VDI, SCCM / LanDesk / Altris,
- Basic configuration & troubleshooting of Apple machines /mobile devices
- Contribution towards creating KB article
- Ensuring all SRQs, Incidents are addressed within stipulated SLA timelines

**Tools & Process**:

- Knowledge and experience on Service requests and incident management process,
- Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
- Knowledge and experience of ticketing tools (ServiceNow / Remedy etc.),

**Personal Attributes**:

- Excellent End-user computing skills.
- Good knowledge of Infrastructure support.
- Strong analytical and problem-solving capabilities
- Well-organized and extremely detail-oriented
- Strong customer service ethic and excellent communication skills, both oral and written
- Passionate about delivering quality no matter what you are doing
- Can work both independently and in a collaborative team-oriented environment
- A self-starter, motivated to push the limits and think outside of the box
- Fondness for solutions that are simple, elegant, and effective
- Ability to work with and maintain confidential information
- Language Proficiency: German, English

In-depth knowledge of:

- Windows OS (e.g. XP, Vista, Windows 7, 10)
- PCLaptop hardware
- PCLaptop peripherals, including printers
- Mobile devices

Basic knowledge of:

- Active Directory
- Exchange
- Apple OS
- SCCM

**IT Qualifications**

At least two of the following:

- PCLaptop OEM Maintenance Certification
- CompTIA A+ Certification
- Microsoft Certified IT Professional (MCITP) certification in the desktop area
- Microsoft Office Specialist (MOS) Certification

**Experience in a similar role**
- 3+ years of relevant experience.

**What next?