Desktop Support Engineer

Objective of the Deskside Support Engineer role

Under direct supervision performs simple, onsite hardware, software and peripheral updates and repair in an organisation. Responsible for troubleshooting and repair of computer systems and peripheral equipment located throughout the organisation. May maintain an adequate spare parts inventory of systems, subsystems and component parts used in repair work. Prepares progress reports for all work performed.

Key responsibilities

• Provide end-user technical desk-side support (installation, configuration, problem identification and resolution) for Microsoft products and a range of business applications.
• To diagnose and resolve hardware related issues on Desktops and Laptops.
• Manage and update assigned service calls via a Service Desk Software solution.
• Assist with audio-visual and technical requirements for meetings and presentations
• Assist with Change and Release management activities (application testing, software delivery)
• Maintain a shared knowledge base and engage in formal and informal knowledge transfer
• Assist with the investigation of new technology, hardware and software.
• Adhere to company processes and procedures including relevant documentation
• Diagnose and resolve hardware related issues on Desktops and Laptops

Minimum requirements

• IT qualification/background (A+, N+, MCP)
• 4 -6 years' experience in an IT user support role within a professional services environment
• Must have working knowledge of Desktop/laptop hardware, multifunction printers, networking
• Must be able to work afterhours when required (on a shift basis)
• Knowledge of and experience in supporting Information sources and trading systems highly advantageous.
• A comprehensive knowledge of IT infrastructure technology including LAN, WAN, hardware, networks (data & voice), operating systems, remote connectivity, platforms and configurations.
• Experience of device support (including mobile devices).
• Extensive experience working as a technical team member within a busy and complex IT organisation
• Knowledge of and experience in supporting information sources and trading systems highly advantageous

Competencies

Technical

Computer Installation and Repairs

• Knowledge of computer hardware and devices, the ability to install and maintain them including capacity, configuration, optimization and performance.

Reporting and Administration

• Conduct efficient reporting and administration. The ability to access information from databases and prepare reports.

Services Knowledge

• Knowledge of the products and services required to operate the business, as well as how a particular function, product and/or service relates to that industry.

Technologies

• Knowledgeable of the different types of technologies that can be utilised to support business requirements.

Problem Tracking Tool

• Application and use of monitoring tools to ensure the resolution of logged problems.

Behavioural - Dependent Contributor

Communicated Effectively

• Keeps others informed.
• Listens attentively to others' insights, advice, and instruction.
• Responds openly to others.
• Speaks with an appropriate amount of detail.

Decision Quality

• Seeks advice when unsure about choosing a course of action.
• Makes good routine decisions with coaching from others.
• Tests ideas with others before acting in new or unfamiliar situations.
• Uses rules and procedures to guide decisions and actions.

Action Orientated

• Displays a can-do attitude and enthusiasm.
• Confirms what needs to be done and then does it.
• Begins work early enough to meet deadlines.
• Takes action without relying on unnecessary oversight.

Optimises work processes

• Adheres to defined and communicated standards, methods, and procedures.
• Informs others about process problems.
• Seeks ways to work better within the processes.
• Suggests process and practice improvement ideas for own work area

Core competencies - Dependent Contributor

Cultivates innovation

• Shares new and useful ideas.
• Seeks exposure to new ways of looking at things.
• Learns and applies innovative methods, tools, and technology.
• Welcomes input from others to develop and implement creative ideas.

Collaborates

• Makes productive contributions to the group.
• Solicits input from others.
• Acknowledges others' efforts, advice, and contributions.
• Volunteers to help others when needed.

Flexible and adaptive

• Remains calm and objective in emotional or stressful situations.
• Recovers quickly from problems and setbac