Desktop Support Engineer

Job Description

Roles & Responsibilities:

1. Manage tickets within TTResponse and TTResolve SLO

2. Troubleshoot end users issues onsite with regards to

a. Windows Operating System

b. Microsoft Office

3. Provide level 1 user side troubleshooting for

a. Network issue

b. Phone issue (soft and hard phone)

4. Triage client application issues to determine if the issue is to be resolved by client IT

5. Process user laptop return (farm in) including OS imaging

6. Process user laptop request (farm out)

7. Process user peripherals request such as but not limited to headsets, mouse, monitors

8. Validate network port status and work with network team on port enablement

9. Onsite triage for network and server issue, and escalate the issue to the appropriate team for action

10. Validate hardware issue and work with vendors for repair/replacement

11. Work with vendors on hardware repair/replacement

12. Receive and test new/repaired hardware received from the vendors (eg. USB ports, charger)

13. Stocktake and inventorize hardware received from the vendors

14. Update inventory on asset distribution

15. Responsible for transfer and reallocation of assets between sites

16. Responsible for issuance of asset from farm out request

17. Responsible for validation of return asset from farm in request

18. Deploy and distribute laptops to operations

19. Perform annual stock-taking

Requirements:

College Graduate under IT, engineer and computer related programs

Experience in IT support ticket management and concepts such as incident management

Knowledge in desktop, software and hardware installation, support and distribution, and remote access technologies.

Quality and result oriented.