Desktop support Engineer
Salary: RM 3,000 – RM 4,000 per month
About the role
The Band 1 – Desktop Technician will provide day to day local and remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution, providing fault analysis to customer's various core operating systems and platforms, as well as ability to provide support and apply desktop fault resolution for the approved application suite.
Key responsibilities
Provide first and second level contact and problem resolution for customer issues
Work with Third Party Vendors to remediate complex AV issues as needed
Provide timely communication on issues status and resolution
Maintain ticket updates for all reported incidents
Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications
Install, upgrade, support and troubleshoot for printers and computer hardware
Perform general preventative maintenance tasks on computers, laptops, and printers
Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment
Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets
About you
Bachelor Degree or equivalent in Computer Science or related field
CompTIA A+, Microsoft Certified Professional (MCP) or better
Minimum of 18 months' experience in IT
Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting
Experience with Enterprise anti-virus solutions and Helpdesk ticketing systems
Mobile device management including iOS and Android devices
Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory
Proven analytical, troubleshooting and problem-solving skills
Proven ability to multi-task, effectively determine priorities and meet SLAs
Excellent communication, relationship-building and internal customer service skills