Job Description 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 be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5 years’ experience in Windows Desktop support. Candidates will need to be onsite & presentable, and customer facing and have strong customer service skills. Provide support to peers and act as a operational lead for their respective support location. Position Responsibilities and Functions · Working as an operational Team Lead, 50% of time Leading and managing team as well as assisting with the operational SLAs/KPIs and 50 % Time hands on experience. · Demonstrate cultural sensitivity, with the ability to work effectively in diverse environments and respect for different cultural backgrounds · Have strong time management skills, with the ability to prioritize tasks and meet deadlines · Provide first/second level contact and problem resolution for customer issues. · Build, Provision, and Decommission of End user devices and accessories for Windows, Apple Mac OSX (jamf) & Apple Phones. · Follow Asset management Procedures, and update call management documentation. Stock Room · Work on Tech-bar and provide consultation and answers to user’s questions · Provide Audio Visual support, complete room testing and work with Third Party Vendors to remediate complex AV issues as needed. (Supporting TVs, Screen sharing, Audio, Video conferencing, support) · Arrange for warranty Support for Windows and Mac Devices · Hands and Feet support for 3rd line Network/Server changes · Printer Inspection and upkeep (Regular maintenance including Toners Changes, Preliminary Fault diagnosis and basic fault handling and working with the client supplier) · Data Room inspections (IDF/MDF) rooms are operating in accordance with Client guidelines (including checking that there are no alarms, that the space is clean with no trip hazards, that there are no combustible materials, etc.); o Hands and Feet support for 3rd line Network/Server changes o Broad experience of IT with basic understanding of Networks, Servers, Smart Devices and Telecoms. · Maintain ticket updates for all reported incidents. o Provide timely communication on issue status and resolution. · Apple Mac & Windows 11 Install, upgrade, support and Microsoft Office. Cisco Jabber, another authorized desktop application. · Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. · Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. · Work on Adhoc It Projects as required. 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 Or Apple Equivalent · Proven ability to multi-task, effectively determine priorities and meet SLA’s. · Willing to work occasional overtime off-hours and weekends when required for projects or emergency support. Benefits To know more about us visit – www.hcltech.com Job Description (Posting) Job Description 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 be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 5 years’ experience in Windows Desktop support. Candidates will need to be onsite & presentable, and customer facing and have strong customer service skills. Provide support to peers and act as a operational lead for their respective support location. Position Responsibilities and Functions · Working as an operational Team Lead, 50% of time Leading and managing team as well as assisting with the operational SLAs/KPIs and 50 % Time hands on experience. · Demonstrate cultural sensitivity, with the ability to work effectively in diverse environments and respect for different cultural backgrounds · Have strong time management skills, with the ability to prioritize tasks and meet deadlines · Provide first/second level contact and problem resolution for customer issues. · Build, Provision, and Decommission of End user devices and accessories for Windows, Apple Mac OSX (jamf) & Apple Phones. · Follow Asset management Procedures, and update call management documentation. Stock Room · Work on Tech-bar and provide consultation and answers to user’s questions · Provide Audio Visual support, complete room testing and work with Third Party Vendors to remediate complex AV issues as needed. (Supporting TVs, Screen sharing, Audio, Video conferencing, support) · Arrange for warranty Support for Windows and Mac Devices · Hands and Feet support for 3rd line Network/Server changes · Printer Inspection and upkeep (Regular maintenance including Toners Changes, Preliminary Fault diagnosis and basic fault handling and working with the client supplier) · Data Room inspections (IDF/MDF) rooms are operating in accordance with Client guidelines (including checking that there are no alarms, that the space is clean with no trip hazards, that there are no combustible materials, etc.); o Hands and Feet support for 3rd line Network/Server changes o Broad experience of IT with basic understanding of Networks, Servers, Smart Devices and Telecoms. · Maintain ticket updates for all reported incidents. o Provide timely communication on issue status and resolution. · Apple Mac & Windows 11 Install, upgrade, support and Microsoft Office. Cisco Jabber, another authorized desktop application. · Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. · Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. · Work on Adhoc It Projects as required. 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 Or Apple Equivalent · Proven ability to multi-task, effectively determine priorities and meet SLA’s. · Willing to work occasional overtime off-hours and weekends when required for projects or emergency support. Benefits To know more about us visit – www.hcltech.com