Desktop Engineer

• Perform asset onboarding and offboarding of end users
• Responsible for software and asset management (including asset disposal, commissioning, and decommissioning)
• Support all end-user desktop activities such as software upgrades, patching, computer imaging, deploying build images. Resolves issues related to desktop computing, software, and hardware
• Performing break-fix issues on: Desktop/Laptop, IT Peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, VPN connectivity issues, etc.
• Handle end user concerns / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to endpoints
• Perform Level 2 and above diagnosis / resolution on endpoints devices
• Responsible for service requests to be constantly acknowledged, prioritized, resolved to agreed SLA; or ensure to send to resolver groups as necessary
• Liaise with other support teams as required to resolve requests / issues in a timely manner
• Perform incident/requests closure, verifying problem resolution with users and documenting resolution procedures
• Perform monthly reporting to relevant teams and stakeholders
• Participate in tech refresh or transformation activities
• Consistently consult direct manager in evaluating requirements and execution
• Support all business areas with technical expertise and provide outstanding service to end users
• Provide special support for VIP users if necessary
• Minimum 5 years’ experience in IT
• Excellent knowledge to build, deploy, upgrade Windows, Mac, and automatic deployment such as WSUS, Intune, Managed Engine, MDT, Active Directory
• Basic network infrastructure skills
• Ability to stay calm under pressure and very well organized in advancing tasks assigned
• Ability to communicate and supervise 3rd party vendor effectively on asset disposal, delivery, etc
• Ability to manage asset inventory very well
• Knowledge in ServiceNow, JIRA, Confluence
• Strong skills in Microsoft Excel
• At minimum, Bachelor’s Degree in IT/Computer Engineering or similar
• Professional Certification(s): MSCA or CCNA (preferred)
• Experience in technology refresh projects
• Ability to create and document processes
• Immediate availability is preferred

Experience

Education