About the job TIM Engineer / Desktop Support EngineerRoles and Responsibilities: Build and configure laptops as per standard specifications;Troubleshoot application and OS issues faced by employees;Take actions as advised by the Manager related to IT policies;Update Antivirus and Windows patches;Communicate with employees regarding updates on Service requests and allocation of laptops;Allocate/deallocate assets in CMDB;Ensure all laptops/desktops are working properly and respond to service issues on time;Respond to user tickets regarding hardware and software installation/manage end-user IT equipment;Send/ship IT hardware to users;Set up computers/endpoints and install software for various applications and programs;Provide technical support across the company (in-person or remote) for any operating system issues;Keep track of the number of laptops/desktops in the store;Provide physical support to the core technical team in the server room;Serve as the first point of contact for customers seeking technical assistance;Direct unresolved issues to respective teams;Manage inventory of all IT assets.Candidate Specifications:
Relevant qualifications preferred: ITIL V3 Foundation, MCSA certified. Candidates without certifications but able to demonstrate exceptional knowledge and skills with a proven track record may be considered.
Pre-Requisites: Approximately 3 years of experience working in IT support operations in a multiplatform environment (Windows, Cisco);Experience with contact center support preferred;In-depth knowledge of Windows 10, Office 365;Knowledge in troubleshooting multiplatform devices like laptops, phones, tablets, softphones;Hands-on support to the core team in the server room, including providing remote assistance;Coordinate with the service desk, tech management team, and client technical team for resolution;Some experience with asset management;Standard SOE deployment;Troubleshooting using remote tools;Basic knowledge of DNS, DHCP services;Basic knowledge of Windows server and client.Has experience working with the following ITIL processes:
Incident ManagementOther Requirements:
Process-oriented;Highly self-driven and thrive with minimum supervision;Able to operate well in an environment where teamwork is critical;Good at handling stress and critical/difficult situations. #J-18808-Ljbffr