Job description:

FSO Deskside Engineer Role

This position assists Customer with technical support of desktop computers, applications, and related technologies. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. A good understanding of general IT required as provision of Smart Hands will also be required on occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking, Server and Telecoms etc.

(a) Desk side engineer for technical support for customers and their networked computers and peripherals
(b) Interface with multiple levels of end users, management, VIPs and technical staff
Duties include (but not limited too)

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, and LAN cable drops
Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
IMACD function including installation and decommission
Backing up and restoring user data, settings and associated systems administration activities
Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
Assist on Incident and Problem management activities
Taking ownership of issues through to resolution on all appropriate requests
Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
Move equipment associated with escalated help desk incidents and service requests
Performing asset inventory activities as needed
Recommends and/or performs upgrades on systems to ensure longevity
Works with procurement staff to purchase hardware and software
Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites
Be available for Oncall support during afterhours as and when necessary
Adhere to ticket response and resolution SLA s as agreed upon with the customer
Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues



Desired Experience:
At least 4 years of experience in the field .
Strong Microsoft Office skills (Outlook, Word, Excel, Powerpoint etc)
Strong Microsoft Operating System installation and troubleshooting skills
Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
Broad experience of IT with basic understanding of Networks, Servers and Telecoms
Strong Customer service skills
Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels
Strong written and verbal communication skills
Must be detail oriented and self-motivating
Background security check required
Experience including remote control of PCs and video conferencing knowledge

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases