Desktop Support Technician

Job summary
Provide onsite and desk side support services to end users.Complete incidents and requests within SLA in a pressurized environment.Build, configure and troubleshoot Install Gold image on Customer PC and laptop applications and hardware components.
Job seniority: associate level
Responsibilities
• Support meeting room environment and video conferencing.• Support printers, scanners, and other peripherals.• Support mobile devices, such as iPads, iPhones, and Android devices.• End-User Data back-up and restoration when required in the course of a service incident.• Smart hands support for data center equipment as per required SLA (in specified locations)• As directed by Customer Tech support will assist in troubleshooting the data center devices• Replace defective components cards in data center equipments as advised by Customer Tech Support e.g., Remove a module and replace it, reconnecting patch cables.• Daily tape change in support of local Backup Routine in required sites• Import /Export tapes to the tape libraries as advised by Customer tech support.• Individual must have good customer-facing skills and be well-presented.
Requirements
• Demonstrates independent and pro-active thinking• Builds effective relationships both within the team and across the business and Professional Services• Must be able to work to specified standards and required levels of deportment, conduct, and sound ethical workplace practices.• Must be able to work alone and unsupervised, taking the initiative when necessary.• Must be organized and prioritize work appropriately.• Ability to resolve or assist in the resolution of complex customer problems and maximize systems availability in standardized customer environments.• Basic management skills in planning, problem solving, solution innovation, analysis.• Good oral, written, and telephone communication skills.• Ability to build and maintain relationships with customers, peers, and support partners.• Good teamwork with peers in a local, global, virtual, or multifunctional• Must have experience in using a Call Logging system.• Must have a good working knowledge of Windows 7/10 and related Office applications.• Support experience of MACs would be beneficial• Knowledge of mobile devices, Androids, and iPhones• Working knowledge of current and legacy hardware platforms.• Experience with building, configuring, replacing, and troubleshooting PC and laptop hardware components.• Familiarity with Microsoft SCCM.• Ability to replace defective parts, as identified by Customer.• Excellent hands-on experience in installation and troubleshooting DC equipments, Rack and Stack of the DC equipment/cable• Excellent communication is mandatory in English and Local language• Completion of CompTIA certifications e.g. A+, Network+, etc.• Completion (or near completion) of Microsoft certifications e.g., MCP, MCITP, MCSE• Educational Qualifications• Bachelors Degree or equivalent in Computer Science or related field.
Key Skills Needed
• Good customer-facing skills• Excellent communication skills• Organizational skills• Problem-solving skills• Technical skills (Windows 7/10, Office applications, MACs, mobile devices, hardware platforms)• Knowledge of Microsoft SCCM• Hands-on experience in installation and troubleshooting DC equipment