Job Description

for Senior Desktop Support EngineerPrimary PurposeThis position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.Responsibilities\xc2\xb7 Ability to guide the team and resolve incident escalated by Desktop Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.\xc2\xb7 Performed Desktop Support services to users\xc2\xb7 This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.\xc2\xb7 Perform imaging/re-imaging\xc2\xb7 Perform asset inventories\xc2\xb7 Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)\xc2\xb7 Updates Incident records\xc2\xb7 Creates and updates work instructions (where necessary)\xc2\xb7 Document standards and procedures (where necessary)Requirement\xc2\xb7 Min. ITE/Diploma graduate with 3 years experience in desktop support\xc2\xb7 Min 3 years experience in Microsoft Windows 10 and Microsoft Office 365\xc2\xb7 Clear Spoken & Written English.\xc2\xb7 possess at least one (1) of the following certifications or their equivalent:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate; and
• Microsoft Certified: Azure Security Engineer Associate.

\xc2\xb7 Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages\xc2\xb7 Demonstrate knowledge in the support of workstations, and related components\xc2\xb7 Good verbal and written communication skills\xc2\xb7 Good coordination skills\xc2\xb7 Ability to prioritize effectively and work with a sense of urgency\xc2\xb7 Effectively communicates with teammates and managers

ITCAN