Deskside Support Engineer

Vor 6 Tagen

Wallisellen, Schweiz Dabster Vollzeit

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 Center. Desktop Support Engineer provides Break Fixes, fault diagnosis, and resolution. Providing fault analysis to customers’ various core operating systems and platforms, as well be able to provide support and applying desktop fault resolution for the approved application suite. The ideal candidate should have 3-5 years’ experience in Windows Desktop support and Infrastructure support.

Candidate Required Minimum Qualifications and Skills:

  • Bachelor’s degree or equivalent in Computer Science or related field.
  • CompTIA A+, Microsoft Certified Professional (MCP) or better.
  • Minimum of 3-5 years of relevant IT experience.
  • Windows 10-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions, and Helpdesk ticketing systems.
  • Basic understanding of Network devices like switches, Routers, Firewalls, and other managed/unmanaged Network devices like wireless APs, Wireless controllers, servers, Multiplexers, etc.
  • Resource should be an English speaker and be well versed in the local language.
  • Mobile device management including IOS and Android devices, Enterprise encryption solutions, and Windows PC/laptop management via Active Directory.
  • Proven analytical, troubleshooting, and problem-solving skills.
  • Understand ITSM tools, and have good hands-on in Service Now.
  • Proven ability to multi-task, effectively determine priorities, and meet SLAs.
  • Excellent communication relationship-building and internal customer service skills.
  • Adaptable and flexible in a fast-changing industry and work environment.
  • Willing to work off-hours and weekends when required for projects or emergency support.

Responsibilities:

  • Provide first/second level contact and problem resolution for customer issues.
  • Work with vendors to remediate complex AV issues as needed.
  • Provide timely communication on issue status and resolution.
  • Maintain ticket updates for all reported incidents.
  • Install, upgrade, support and troubleshoot Windows 10, 11 and Microsoft Office 365, Cisco Jabber, and other authorized desktop applications.
  • Should have basic knowledge of the Mac operating system, to support Apple PC users.
  • Install, upgrade, support, and troubleshoot for printers, and computer hardware.
  • Perform general preventative maintenance tasks on computers, laptops, and printers.
  • Perform remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.
  • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
  • Broad experience in IT with a basic understanding of Networks, Servers, Audio/Visual, Smart Devices, and Telecoms.
  • This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.
  • Manage Procurement and own all new in-scope hardware i.e., desktop/laptop, etc.
  • Deploy and manage in-scope hardware and software.
  • Provision and support Remote Site Networks (e.g., LAN, WAN connection) and related operations (e.g., procure, design, build, systems monitoring, incident diagnostics, troubleshooting, resolution and escalation, security management, and capacity planning/analysis).
  • Provide Break/Fix Level 2 support for in-scope end-user hardware and software as coordinated through the Service Desk.
  • Manage and maintain inventory of in-scope hardware, including asset tagging and recording.
  • Provide technical support for all hardware/equipment of the remote site computing infrastructure.
  • Develop and document in the operations manual on-site technical support procedures that meet requirements and adhere to defined policies.
  • Coordinate with the Service Desk and all other necessary Suppliers, third-party, and Allianz support organizations to manage all on-site technical support requests to resolution and closure.
  • Coordinate support, maintenance, and warranty activities with relevant third parties for in-scope services.
  • Coordinate with end-user or other site staff to schedule on-site technical support visits in response to an incident or IT service request including security remediation services.

Mandatory Soft Skills with the level of competence, Ownership, and accountability:

  • Excellent communication & interpersonal skills written and oral.
  • Client relationship management.
  • Problem-solving aptitude.
  • Ability to Manage Diversity.
  • Ability to resolve problems.
  • Ability to translate customer needs.
  • Should have the ability to coordinate with teams in different geographical locations.
Seniority level
  • Mid-Senior level
Employment type
  • Contract
Job function
  • Information Technology
  • Industries
  • IT Services and IT Consulting
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