Deskside Support Engineer

5 days ago

Central Region, Singapore HCL Singapore Pte Ltd Full time $60,000 - $120,000 per year

Roles & Responsibilities

This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.

Responsibilities:

  • Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines.
  • Works with vendor support contacts to resolve technical problems.
  • Works with service desk and RDS as appropriate to determine and resolve problems received from clients.
  • Responds to support requests from service desk, users and other infrastructure teams.
  • Performs upgrades as directed to ensure the longevity of equipment.
  • Keep track of request and make sure they are implemented as planned.
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Microsoft environment knowledge (desktop & server).
  • Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
  • Provide weekly reports.
  • Implement best practices.
  • Be the single point of contact with customer.

Requirements:

  • Bachelor's Degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
  • Minimum 3 years of experience from the desktop environment.
  • Have some level of technical understanding of the products building up a desktop service.
  • Exposure on managing remote sites.
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows and Novell Operating systems.
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000.
  • Servers: Windows 2000, Windows 2003, Windows 2008.
  • Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007.
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center.
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools.
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
  • Internet browsers (e.g. Explorer, Chrome, Firefox).
  • VPN and remote dial-in users.
  • Support for laptop, desktops, AV Devices and printers.
  • PDA and blackberry support.
  • Apple Ipad Device support.
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc.
  • Willing to work 24 x 7 environments.

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