Desktop Support Technician

Essential duties for the position include, but are not limited to the following:

• Provide onsite support to Authorised Users with operational and technical support and to meet specified SLAs.
• Resolve incidents and problems associated with EUC equipment.
• Perform reactive troubleshooting to effectively identify potential incidents or problems, and attempt to eliminate them to occur in the future.
• Support Authorized Uses connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments.

The position of Desk-side Technician – End User Computing performs troubleshooting, repair, and preventative maintenance of end user computing equipment and peripheral equipment at corporate locations.

• Provide repair and maintenance for mobile devices.
• Install, upgrade and repair EUC equipment (desktops, laptops, monitors, and associated peripherals).
• Month on month PC / System refresh should done by onsite resource/s.
• Provide software break/fix services and replacement of non-warranty assets for end users.
• Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output.
• Provide warranty and break/fix support for networked printers and scanners.
• Configure and support end users on mobile computing platforms.
• Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc.
• Create, change, and remove printer configurations and queues based on requests and in accordance with SLAs.
• Provide on-site hardware support for general troubleshooting and problems for end user computing technologies.
• Provide regular, accurate, and timely feedback regarding customer requirements which shall include supervising assignments and maintaining timely communication with sales, operations, and branch office personnel.
• Utilize problem management database and systems to track and report on customer calls and requests.
• Communicate technical information to technical and non-technical teams and customers.
• Deskside support services as required.