Iron Systems, Inc
Desktop Engineer L1
Manchester
Posted about 22 hours ago
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Job Description
Technical Requirements
- Candidate must have 6 to 8 years in Field Services / Onsite Support Services
- PC/Mobile/Hardware Hands & Eyes
- Meeting Rooms & Events Support
- Smart Hands Collaboration & Telephony Equipment
- Office Moves. Hands-on Office Move Projects
- Good technical knowledge of Windows operating system (Windows 10 and 11)
- Knowledge on Microsoft Office 2016 (Office 365)
- Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
- Ability to perform remote troubleshooting and provide clear instructions
- Experience in Handling Windows Imaging Project
- Experience in software development, processes, and methods
- Good knowledge of basic networking and troubleshooting tools like nslookup, traceroute, ping, and packet capture tools etc.
- Ability to co-ordinate and interact with various teams to arrive at a quick resolution.
- Ability to organize workload for effective implementation.
- Ability to interact effectively at all levels with sensitivity to cultural diversity
- Ability to adapt new product support as organization evolves.
- Knowledge on SCCM and Intune administration
- Knowledge on mass OS deployments
- Experienced in maintaining multiple OS image and hardware models
- Experience in Microsoft’s OEM Pre-installation Kit (OPK) tools
- Knowledge of PXE and DHCP functionality
Soft Skills
- Strong interpersonal skills
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Able to handle unforeseen situations
- Excellent problem-solving and multitasking skills
- High level of acceptance
- Can drive value and its methodology
- Proven ability to deliver improvements that deliver greater value to the customer and business through more efficient delivery and/or lower costs.
- Experience of working in an Operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services.
- Experience in the management of multi-discipline teams in distributed locations
- Demonstrable results in a business customer facing role, with a track record of delivering
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Responsibilities
- Bulk refreshes (smarthands GLOPAS)
- Refresh PC support with individual user
- Management of existing Recycle cages at Customer sites
- Management of any existing Loaner lockers at Customer sites
- Coordination for Laptop provisioning to New starters
- Laptop configuration for New starters
- Assist with Problems – driver updates/patching/firmware
- BTO requirements
- Asset management
- Coordinate Asset repair and Break-fix with equipment provider
- Hardware storage utilizing Customer’s on-site storage provisions
- Couriers/packaging utilizing Customer’s on-site courier/packaging service
- Communicate designated points of contact at each site from Facility Management
- Coordinate goods receipt with on-site Facility Management
- Coordination and getting on-site assistance from Facility Management
- Desk setup/maintenance (In Country or FM)
- Hardware Troubleshooting (Mobile / Tablet)
- Software Troubleshooting (Mobile / Tablet)
- Issue handling
- Coordinate Ordering with Equipment/Service Provider
- Coordinate Returns with Equipment/Service Provider
- Networks, GLOPAS, Conferencing, Server/Storage, Printers
- Support any Crisis Management activity as per the plan and responsibilities mentioned for
- Support track and as may be required by other track.
- Defining and setting up a process for local announcements
- Marketing and branding for local announcements
- Content, format and medium of local announcements
- Planning the local announcement – date, time, venue and medium
- Making the local announcement with approved content, format and medium
- Change Advisory Board Meetings and Document Review
- Office Calls and Follow up actions
- Monthly performance reporting
- IT Induction of new users
- VIP Support (when a country has an IBA)
- Advance forecasting and notification of IBA
- User follow ups, escalations for tickets, email queries, complaints
- New Starter Tracking: Hardware Orders, AD Account & Phone
- Coordinating WEEE: ""Waste from Electrical and Electronic Equipment"" with Facility
- Management and 3rd party vendor
- Coordinating with facility management teams to ensure management of User guides
- Providing training and support for new employees (monthly)
- Assisting users in adapting to new technologies (scheduled quarterly connect session)
- SCCM & OS Troubleshooting
- License & Software Services Team Meetings
- Writing Knowledge Articles
- Reviewing aging articles
- Presenting knowledge items to team
- Reviewing and approving proposed or new Knowledge articles
- OS version updates and Profile recreations (Vulnerability tickets) – if central workplace services
- team is not able to deploy updates or create profile due to any reason
- General queue monitoring, dispatching tickets, problem tickets
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Educational Qualification
- Bachelor’s degree in technology OR equivalent higher education in I.T.
Trainings, Certification
- Relevant technical certifications, such as: CCNA/A++/Comptia
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Skills
Windows 10/11
Office 365
SCCM
Intune
Remote Troubleshooting
Windows Imaging
Basic Networking
Asset Management
Hardware Troubleshooting
PXE
DHCP
MS Project
Visio
Technical Support
Field Services
OS Deployment