L Desktop Support Engineer

Cikarang, Indonesia | Posted on 28/03/2024

DesktopTechnician will provide day to day local remote desktop support, receiveinbound calls, answer questions, troubleshoot and document steps performed toresolve challenges with hardware, software and application issues in aticketing system. The candidate will also need to facilitate customerresolution for calls and engage their supervisors and managers to ensureoperational consistency across all shifts within the IT Support Centre. DesktopSupport Engineer provides Break Fix, fault diagnosis and resolution. Providingfault analysis to customer’s various core operating systems and platforms, aswell be able to provide support and apply desktop fault resolution for theapproved application suite.

Position Responsibilities and Functions

• Provide first/second level contact and problemresolution for customer issues.

• Provide timely communication on issue status andresolution.

• Maintain ticket updates for all reportedincidents.

• Install, upgrade, support and troubleshoot XP,Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber,another authorized desktop application.

• Should have basic knowledge of Mac operatingsystem, to support Apple pc users.

• Install, upgrade, support and troubleshoot forprinters, computer hardware.

• Performs general preventative maintenance taskson computers, laptops, printers.

• Performs remedial repairs on Desktops, laptops,printers and any other authorized peripheral equipment.

• Use diagnostic tools to troubleshoot problemsassociated with network connectivity, and workstation hardware/software.

• Broad experience of IT with basic understandingof Networks, Servers, Audio/Visual, Smart Devices and Telecoms.

Requirements

• CANDIDATE MUST BE ABLE TO SPEAK IN ENGLISH. 
  
• CANDIDATE MUST HAVE PRIOR EXPERIENCE AS A LEVEL 2 DESKTOP ENGINEER
  
  

• Windows 7-10, Microsoft Active Directory,utilization of GPOs, MS Office 365, PC hardware installation andtroubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.

• Proven analytical, troubleshooting and problem-solving skills.

• Proven ability to multi-task, effectivelydetermine priorities and meet SLA’s.

• Excellent communication relationship-buildingand internal customer service skills.

• Adaptable and flexible in a fast-changingindustry and work environment.