Total IT Global
IT Support Engineer
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Job Description:
Desktop Technician
Desktop Technician will provide day-to-day local/remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Centre. Desktop Support Engineer provides Break Fix, fault diagnosis, and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well as providing support and applying desktop fault resolution for the approved application suite.
Position Responsibilities and Functions:
Provide support on the Client Windows platform, for desktop/end-user technologies. The engineer should have good experience in:
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- Meeting Room, AV Room, Peripheral (audio, video, and conferencing setups) Supports, collaboration tools, and mobile technologies and printing
- This includes the laptop/mobile devices, video conferencing, network/remote access
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This position works collaboratively with the Service Desk for end-user break/fix and other support functions.
Duties:
- Excellent working knowledge of Windows 7, 8, 10, 11
- Good working knowledge of Windows (MacOS a plus)
- Strong working knowledge of Workstations, desktop, laptop, printers/fax, and peripherals, graphics cards, and network cards
- Strong knowledge of PC/Workstation builds (MS SCCM and MS MDM), Intune, Autopilot is a must
- Working knowledge of Active Directory 2003/8/12 R2, Microsoft Office 365, Microsoft Exchange, DNS, DHCP, Group Policy, etc.
- Basic troubleshooting knowledge of iPad, iPhone, Android, and other smart technologies
- Excellent working knowledge in asset/inventory management
- Ability to maintain composure and focus while troubleshooting and solving technical issues
- Ability to adhere to a schedule of client appointments while adapting to customer requests
- Demonstrated ability to communicate complex technical concepts in simple language
- Strong Experience in Multi-Functional Printer troubleshooting
- Travel within the city required
- Flexibility to make schedule adjustments to cover before/after usual business hours or when other team members are unavailable
- Excellent verbal and written communication in English
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