Desktop Engineer I

SUMMARY:

Join the iOCO Infrastructure Services Community: Where Work is an Adventure, Not Just a Job. We are looking for a motivated and technically adept Desktop Engineer I to join our IT support team. The successful candidate will play a critical role in providing desktop support, troubleshooting hardware and software issues, and...

POSITION INFO:

Join the iOCO Infrastructure Services Community: Where Work is an Adventure, Not Just a Job. We are looking for a motivated and technically adept Desktop Engineer I to join our IT support team. The successful candidate will play a critical role in providing desktop support, troubleshooting hardware and software issues, and ensuring a seamless end-user experience.

What you’ll do:

• General support of end-user computing for hardware, networking, printing, application, OS, and boardroom equipment.
  
• Set up and preparation of hardware for distribution to users.
  
• Achieve expected SLA, quality requirements, and KPIs to support client contract objectives.
  
• Excellent verbal communication to deliver remote or telephonic support.
  
• Effective time and call management to support contractual objectives.
  
• Effective use of Call Management systems and tools to effectively measure delivery of services.
  
• Ensure effective resolution of calls within agreed timelines at expected service quality.
• Timeous escalation to ensure resolution within agreed timelines.
  
• Frequent and appropriate communication with users’ resolution progress of incidents and requests.

Your Expertise:

• 5-7 Years of IT Experience in Desktop and end-user Support
• Must be experienced in Microsoft environment, practical approach, IT generalist
• Network Support would be advantageous.

Qualifications Required:

• National Senior Certificate/ Equivalent
• A+ N+
• MCDST
• MCSE
• Hardware Certifications are advantageous
• ITIL advantageous
• Customer support soft skills

Other information applicable to the opportunity:

• Work Environment: Work on-site in a quality-controlled environment. Client to provide all the safety/ access equipment.
• Physical Demands: Assist with moving IT equipment.
•  Travel: Travelling will be required between the two accounts.