Desktop Support Engineer

On-Site Desktop Support opportunity

• Participate in troubleshooting for both hardware and software issues;

• Perform general onsite, hands-on support for technology, Equipment, and/or Devices and supporting the troubleshooting and resolution of technical issues and execution of Service Requests at Customer Locations

• Laptop provisioning support with proficiency in both Windows and MacOS

• Understanding of endpoint management tool Intune and JAMF to manage and troubleshoot the devices and applications.

• MACDs; Hardware changes (e.g., hardware installation and testing upon configuration);

• Server/Storage reboots; Power cycles; Post-deployment validation of service functionality;

• Provide onsite escorts for Third Parties;

• Customer Location survey updates (rack elevations, current equipment, etc.);

• Video room support including endpoints and meeting room panels;

• Assisting with live events as requested by Customer

• Activities requiring onsite support (e.g., helping to resolve Network and compute issues in collaboration with the vendor(s) providing infrastructure and network support).

• Perform deskside support as part of onsite troubleshooting and resolution activities to address issues with user equipment (e.g., User Devices, user software).

• Onsite troubleshooting of User Devices (e.g., address driver issues, hardware fault diagnosis, peripheral support, device provisioning follow-ups, OS issues, network access issues);

• Onsite troubleshooting of Software issues for Software included in the User Device configurations (e.g., Microsoft Office, Adobe Creative Cloud);

• Validating that conferencing systems, telepresence systems, and video conferencing suites are operational

• Knowledge on endpoint management tools,

• Checking networked printers and MFDs for error messages

• Where required, address appointments scheduled requiring onsite support (e.g., new employee onboarding)

Roles and Responsibilities :

• Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services

• Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices

• Conduct tests of repaired device to ensure such device operates appropriately and contains the End User images

• Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide “how-to” assistance). Cognizant responsible for providing instructions/guides to Partner Technicians, to be shared with the End Users.

• Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives

• Replace devices through warranty services that cannot be repaired onsite, as appropriate

• Provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite

• Restore work area to pre-repair condition upon completion of any End User support activity

• Obtain End User acknowledgement for completion of Service Requests

• Provide ‘Smart Hands & Feet’ for audio and visual conference room support (e.g., setups, break-fix, technical support) per Service Requests at designated client locations and during designated service hours

• Manage/coordinate third party audio and visual equipment installation projects (at FTE sites and act as escort at dispatch sites if required.

• Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers)

• Configure all BIOS and hardware settings if required

• Configure Operating System settings and system drivers if required

• Configure all Applications included within the Core Image and any base Layered Applications approved by Client

• Ensure that encryption, authentication, VPN and other access management Software is configured in accordance with Client’s policies and procedures; and ensure that network connectivity settings are properly Configured.

• Implement and deploy End User device software patches in alignment with client’s corporate compliance policies

• Implement and deploy End User device hardware upgrades and software patches in alignment with the Client’s corporate compliance policies

• Decommission End User Equipment from the client asset systems upon the decommissioning/removal from the client environment

• Ticket Content: Make sure the ticket contains enough detail. If it is neither within scope or the ticket is not detailed enough, then you need to contact requester. Also, escalate to team leader or manager if advice is needed.

• Escorting break-fix partner/Vendor up to device location, if required

• Campus desk side support team will provide enhanced support services to authorized VIPs that include a walk-up service, where identified.

A&O IT Group

As a successful and growing global IT services provider, A&O IT Group deliver ‘fully managed’ IT solutions and cyber security services. Combining over 50 years expertise, and boasting an extensive global network, whilst remaining privately owned, A&O IT Group is a trusted IT services partner to clients globally.

This role is subject to a post-offer Background Verification in accordance with the local country legislation.

NO AGENCIES

We encourage diversity and seek to attract individuals with unique backgrounds and perspectives. It is important that we build a team with a diverse mix of people and skills, where everyone feels welcome and able to succeed. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, age, marital status, disability or gender identity.