Desktop Support Engineer

SUMMARY:

We are looking for a dedicated and detail-oriented Desktop Support Engineer to provide desk-side or remote end-user support and service request support. Support will require in-depth knowledge of PC and Apple Hardware, desktop Operating Systems options and settings, and network functionality. In addition, intermediate know...

POSITION INFO:

We are looking for a dedicated and detail-oriented Desktop Support Engineer to provide desk-side or remote end-user support and service request support. Support will require in-depth knowledge of PC and Apple Hardware, desktop Operating Systems options and settings, and network functionality. In addition, intermediate knowledge of end-user applications is also required. 

What you’ll do:

• Maintenance of staff computers printers and general user support
• Monitor problem ticket work queues and interact with management to provide progress updates and closure notification
• Standard PC/printer break-fix tasks
• Some break-fix tasks related to application-specific requests (i.e. installing in-house developed and vendor-specific software, resetting passwords, etc)
• Monitors and evaluates new network and client desktop products; makes recommendations accordingly.
• Answer help desk calls as needed, provide user support remotely as needed, and escalate service tickets to higher-tier technicians when appropriate
• Provide application-level support for standard Microsoft applications as well as application tools deployed on desktops and laptops
• First line Support of various in-house developed applications
• Re-installation of PC's, up to and including OS-level installs, application installs, execution of local scripts, and physical deployment of hardware
• Support and follow through of all requests that cannot be resolved remotely where a 3^rd party vendor needs to do a site visit
• Solid understanding of Mobile device connectivity

Your expertise:

• Minimum of 3 years hands-on Desktop Support experience with Hardware and Software installation experience.
• Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications/products is necessary.
• Solid proficiency in managing and supporting a production-class Corporate Desktop Computing environment. In-depth administration experience working with Enterprise-class software and hardware, Microsoft-based Operating Systems, Active Directory, strong experience with PCs, MACs, laptops, and the various Microsoft/Apple productivity applications / products is necessary. 
• Must demonstrate technical aptitude and enthusiasm in the various system technologies and disciplines.
• Technical understanding of enterprise computing and how various components are interrelated is essential.
• Strong written, verbal, analytical, technical, and interpersonal skills are essential.
• Provide strong planning and organizational skills and maintain the ability to effectively handle multiple situations, manage priorities and work with only minimal supervision and direction.
• Utilize strong problem-solving skills. Customer service orientation.
• Must be able to provide a high level of customer service when dealing with frustrated end users.
• Display a strong desire to achieve and attain high levels of both internal and external customer satisfaction.
• Maintain a constant awareness and understanding of emerging technologies and methodologies

Qualifications required:

• A+, N+, (Required)
• MCSE with at least 3 years experience (Required)
• ITIL V3 Foundation (Advantageous)
• Associate degree in Engineering, Computer Science, or other technical disciplines and/or equivalent work experience. (Advantageous)

Competencies required:

• Good interpersonal skills
• Valid Driver’s License Transport
• Superior organizational and time management skills
• Must be prepared to work flexible hours or shifts
• Ability to cope well in a pressurized environment
• High Initiative and problem-solving skills
• Willingness to assist
• Excellent follow-up skills
• Team Player but must be able to work as an individual

Other information applicable to the opportunity:

• Contract Position: 12 Months
• Location: Johannesburg
• Work Environment: Hybrid