Job Description

for Desktop Support Engineer
Primary Purpose
This 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
xc2xb7 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.
xc2xb7 Performed Desktop Support services to users
xc2xb7 This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
xc2xb7 Perform imaging/re-imaging
xc2xb7 Perform asset inventories
xc2xb7 Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
xc2xb7 Updates Incident records
xc2xb7 Creates and updates work instructions (where necessary)
xc2xb7 Document standards and procedures (where necessary)
Requirement
xc2xb7 Min. ITE/Diploma graduate with 3 years experience in desktop support
xc2xb7 Min 3 years experience in Microsoft Windows 10 and Microsoft Office 365
xc2xb7 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.

xc2xb7 Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
xc2xb7 Demonstrate knowledge in the support of workstations, and related components
xc2xb7 Good coordination skills '