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Deskside Support- Bangkok

7 months ago

กรงเทพมหานคร, Thailand IT Business Solutions Sdn Bhd Full time

**Deskside Support Engineer**

**CAREER SUMMARY**

**RESPONSIBILITIES**

Act as a lead technician in the performance of Onsite Support activities.

Perform complex installations and configurations of desktops, laptops, mobile devices and associated

Peripherals and related software.

Implement change related to BAU or Project of Onsite Service Delivery like troubleshooting patching, SSCM client management, configuration changes or software installations, break fix activities, deskside support, data migration and HW refresh.

Deliver IMACDs on demand.

Provide technical assistance to end users with any collaboration or internal software issues. Support VVIP at the site during P1 or P2 incidents.

Resolve escalated service delivery issues, including communicating service delivery issues to the appropriate internal stakeholders and support communications to the field force for other locations.

Provide IT support for event management, disaster recovery and emergency response activities in the event of any such situations at local sites.

Provide on-call support when required outside business hours.

**Duties include but not limited to**:
Accurately testing, identifying, repairing, resolving, and documenting end user technical issues assigned related to basic network/desktop/laptop support, printers, printers, PDAs, iPhone/iPad & other smart devices.

Break-fix, troubleshoot and resolve software issues; Re-imaging computers/hard drives.

IMACD function including installation and decommission of IT HW at the site.

Backing up and restoring user data, settings, and associated systems administration activities.

Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts.

Assist on Incident and Problem management activities.

Taking ownership of issues through to resolution on all appropriate requests.

Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.

Move equipment associated with escalated help desk incidents and service request.

Performing asset inventory activities as needed.

Recommends and/or performs upgrades on systems to ensure longevity.

Works with procurement staff at the customer site to purchase hardware and software.

Maintain spare parts/inventory list monthly and coordinate for any disposal requisites.

Provide trade show planning and support, setup, test, training, logistics and maintenance of all required.

Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by Customer (e.g., meals, travel, and lodging) in accordance with the Agreement.

Be available for on call support during after-hours as and when necessary to fix any power outage or comms room issues.

Adhere to ticket response and resolution SLAs as agreed upon with the customer and escalate to service delivery manager attention when required.

Basic understanding of DHCP, DNS, IP addressing and sub netting & basic understanding of fixing Wireless LAN,

Ethernet desktop configuration issues.

Any other duties that may be assigned from time to time for the benefit of the Reporting Manager.

**ESSENTIAL QUALIFICATION**

At least 3 years of technical experience in providing quality services to the end users (desktop support).

Able to work under pressure.

Ability to commute/relocate.

Ticket SLAs and KPIs are achieved.

Escalation procedures, policies and working practices are adhered.

All records relating to Service Requests, Incidents, Problems and Knowledge Management are completed accurately and within agreed timeframe.

**SKILLS**

Experience in providing Deskside Support.

Knowledge of Windows 10 OS, MAC and iPad, and Android Tablets.

Data Centre, Server and Wireless access point, Network Operation Support and, printer and POS support.

Smart-hand support for Server, Network and End User computing collaboration tools.

Basic knowledge of reporting/ITSM Tool (Service now).

Experience in supporting VIP users.

Excellent communication.

2-4 years of work experience in relevant skills.

**AIDED EXPERIENCE & SKILLS**

❖ Possesses understanding and technical ability for Servers/Storage/Networking.

❖
- S-squad is an Equal Opportunity Employer. Ssquad does not discriminate based on race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.

**Job Types**: Full-time, Contract
Contract length: 12 months

Pay: ฿100.00 - ฿1,001.00 per month