It/desktop Support Engineer

The Desktop Engineers shall carry out the following scope of work.

Helpdesk and desktop support for ICT Computing Devices

3.2 Log all end-user calls/cases and track until resolution in the CAAS provided problem logging database.

3.3 Provide 1st level hardware support for the ICT Computing Devices and peripherals to verify the nature of the problem.

3.4 Coordinate with the hardware vendor for repair when it is confirmed that there is a fault.

3.5 Ensure that the hardware faults are rectified and restore the ICT Computing Devices to its serviceable operating mode.

3.6 Inform the Authority of any repair cost for any out of warranty hardware before performing the replacement.

3.7 Get feedback from end-users whose problems have been resolved.

3.8 Suggest improvements to processes and / or technical solutions as appropriate.

Audio-Visual (AV) support

3.9 Provide support to user requests on the use of AV equipment in the Authority’s meeting rooms to conduct hybrid meetings and events such as Townhall.

3.10 The Desktop Engineer shall setup the necessary hardware such as Microsoft Teams Room console, AV camera, speakers and TV and etc to support the use of meeting platforms such as MS Teams, Skype and zoom and conduct testing to verify that the setup is successful.

3.11 Conduct scheduled checks (at least twice a week) on the AV equipment and peripherals in the meeting rooms to ensure they are in working order.

3.12 Provide 1st level hardware support for the AV equipment and peripherals to verify the nature of the problem.

3.13 Coordinate with the AV maintenance vendor for repair when it is confirmed that there is a fault with the AV equipment and peripherals

3.14 Maintain and regularly update AV equipment and peripherals inventory records, including details such as serial numbers, firmware versions, and MAC addresses.

3.15 The Desktop Engineer shall be required to support onsite or standby for VC meetings, during or after office hours. If onsite standby support is required after normal working hours, the Desktop Engineer shall be offered time-off in lieu of the extra working hours beyond the normal working hours. Time-off will be an hour for an hour and it shall be utilized based on mutual agreement between the Authority’s reporting officer and the Desktop Engineers.

Update of Windows Operating System patches, anti-virus definitions and other software patches

3.16 The Desktop Engineer shall ensure that the anti-virus software of the ICT Computing Devices are configured in accordance with the Authority’s defined policy.

3.17 Update the virus signature files, Windows Operating System patches and other software patches for ICT Computing Devices following the Authority’s policy and schedule.

3.18 Manually install the patches for ICT Computing Devices that did not receive the updates automatically.

3.19 Update the record in the tracking list after the patches have been completed.

Setup, installation, re-installation and disposal for ICT computing devices

3.20 For new ICT Computing Devices, peripherals and accessories, the Desktop Engineer shall deliver these services:
a) Unpacking equipment from packaging materials;
b) Physical inspection of delivered items;
c) Verifying the correct functionality of physical hardware following shipment;

e) Updates inventory database.

3.21 Perform basic configurations and patching of the Windows Operating System, installation of software and Anti-Virus for the ICT Computing Devices.

3.22 Create desktop image for new ICT Computing Devices when needed.

3.23 Assist to relocate ICT Computing Devices within the Authority premises when required.

3.24 The Desktop Engineer shall make good, at its own cost, any damage to Authority’s ICT resources due to any act, default or omission of the Desktop Engineer during the transfer to a new location, whether or not any negligence is involved.

3.25 Coordinate the relocation with the Authority. Once the equipment has been transported to the new location, the Desktop Engineer shall re-install and test for full functionality, using a predetermined checklist as specified by the Authority.