Desktop Engineer OST4

 Responsibilities 

• Performed Desktop Support services to users 

• This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations. 

• Perform imaging/re-imaging 

• Perform asset inventories 

• Perform technical escalation to 3rd party vendor or resolver groups (where appropriate) 

• Updates Incident records 

• Creates and updates work instructions (where necessary) 

• Document standards and procedures (where necessary) 

Requirement 

• Min. ITE/Diploma graduate with 4 year experience in desktop support or IT related roles 

• Min 3 year experience in Microsoft Windows 10 and Microsoft Office 365 

• Basic skills in understanding Active Directory, OneDrive, servers, networking, storage and cloud technologies 

• Clear Spoken & Written English. 

• Possess at least one (1) of the following certifications or their equivalent: CompTIA A+; CompTIA Security+; CompTIA Network+; Microsoft Certified: Windows Client; and Microsoft Certified: Managing Modern Desktops. 

• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages 

• Demonstrate knowledge in the support of workstations, and related components 

• Good verbal and written communication skills 

• Good coordination skills 

• Ability to prioritize effectively and work with a sense of urgency 

• Effectively communicates with teammates and managers 

• Ability to mentor and train junior engineers 

• Able to manage small projects i.e. OS upgrades, software implementation