Deskside Support Engineer

The Level 2 Team is considered the face of IT and for our clients the window to the wider technology groups. Its responsibilities lie predominately in resolving BAU tickets created by the Level 1 Team and reacting to escalations. Individual team members will attend a clients\’ desk to provide best-in-class technology support or use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.

Responsibilities:

1. Provide swift and professional deskside IT support
2. Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
3. Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
4. Utilize the BLK ticket management system to record, update and resolve tickets from the Helpdesk
5. Collaborate with other support groups across global locations to help troubleshoot client issues
6. Utilize BLK tools for building, monitoring and troubleshooting client devices
7. Participate in Disaster recovery testing exercises
8. Upholding procedures for logging, reporting, and statistically monitoring desktop operations
9. Write technical support and client documentation in form of Knowledgebase articles
10. Meet or exceed expected customer service levels
11. Other duties as assigned by the Level 2 Support Manager

Requirements:

1. ITIL V3 Foundation Certification (recommended)
2. Microsoft Operating System / Office Certification(s) will be an asset
3. Advanced MS Office 365 skills
4. Scripting, coding skill will be considered an advantage
5. Able to solve simple hardware issues
6. iOS, Android advanced user
7. Basic Networking skills
8. Knowledge of Active Directory, permissions
9. At least 5 years\’ experience in onsite support. An equivalent combination of education and related experience may also serve to meet these minimum requirements
10. Team Player and Analytical Thinking
11. Open and positive personality and Stability / Stress tolerance
12. Customer oriented (Service awareness)
13. Good interpersonal and communication skills
14. Able to adapt in a fast evolving technology environment and ability to learn
15. Able to assume day to day responsibilities generating specific deliverables
16. Relationship-builder, at ease with people and capable of quickly building trust

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