Desktop Support Euc L2

4 days ago

กรงเทพมหานคร, Thailand Iron Systems Full time

**Job Description - Desktop Support Technician**

**Basic Parameters**
- Purpose of Service
- The service is for procuring technicians on a Half Day, Full Day, Week, Month or Annual basis to support the End User Workspace Environment.
- Location of Service
- At Customer location (Onsite)

Target Environment

End User Workspace - Hardware and Software
- Network and Compute Environment - Hardware & Software

**Experience**
- 5 Years and above experience working in a similar environment as described following.**Job Purpose**
- The Desktop Support technician is a representative at customer locations and will work closely with team to provide the required services.
- The Desktop Support Technician is a physical presence service to provide second line support at ’ customer locations. The Desktop Support Technician is responsible for performing tasks to agreed service levels as well as meeting customer satisfaction measures.
- In addition, the technician is also required to provide Hands and Eye support for /Customer/OEM Subject matter experts in diagnosing and resolving incidents with regards to Network and Compute devices.**Main Duties and Responsibilities**
- Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
- Perform general preventative maintenance tasks on devices and software
- To follow and execute instructions provided by Subject Matter Experts
- Provide onsite hand and eye support to / Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
- To assist users with any logged IT related incident when called upon
- To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT service desk system
- To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
- To be a highly motivated team player with the skills and ability to manage changing priorities
- To create, maintain and publish relevant support documentation to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes
- To attend training courses as identified and agreed for appropriate development
- To contribute towards reporting as per / customer requirement
- Any other tasks as assigned and within the skillset of the person

**Technical Skills**
- Working knowledge of leading software packages such as SCCM, MS Office, Lotus Notes, and MS Outlook etc.
- Good experience in End User device hardware and software troubleshooting
- Good experience of supporting devices such as Printers and Meeting Room equipment’s
- Knowledge of mobile devices, in particular Blackberry and iPhones
- Experience with building, configuring, replacing, and troubleshooting EUC hardware components
- Awareness of Data Backup principles
- Familiarity with virtual, MDM and VPN environments
- Basic knowledge and familiarity with devices in Network and Compute environment
- Good general understanding of IT principles such as Networks, Hardware and Domains

**Training and Certifications**
- CompTIA A+, MCP/MCSE are desirable certifications
- OEM Certification desirable
- Knowledge of ITIL and experience of working within an ITIL environment would be beneficial

**Language Skills**
- To Customer - Fluency in local language as per the geographical and cultural requirement
- To - English speaking to good standard

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