Deskside support Engineer

Job Duties

Engineering Workstation (EWS) Support

· Provide 2nd level support to all Windows based EWS machines

· Hardware Issues

· Visiting workstation to fault find hardware issues to major component level, e.g. Monitor, CPU, Memory, hard disc.

· Windows applications EWS

· Perform Application installation, License installation and configuration for non-CLS applications.

· Installation and workstation (re)build for critical incidents and escalated issues from 1st level.

· Identify and remove bad path entries from user environment causing performance issues.

· Account creation and management

· Manage controlled shut down of EWS workstations when there are planned power outages

· Oversee Software installation by external team.

· Provide access and document process ensuring ability to repeat if necessary.

· Documentation of IT-related issues regarding the application.

· Install Software for Company Standard applications.

· Develop Knowledge articles for internal team informing how to resolve common issues

Print- and MOS dept (Media Office Support) - Client Administration

· Print Shop and MOS dept. related command assistance

o Diagnosing any reasons why user environment is causing problems.

e.g. missing files, invalid builds, incomplete build/staging and improper / conflicting user settings.

o Ensure that all services are compliant with applicable Company Policies & Procedures, e.g. the Information Security Policy (ISP).

o Comply with all relevant Security & Controls processes for the Services as required. These shall include, but not be limited to, Risk Assessments, ACR, ICR, iSCRP, OIC, support for GAO Audits, AFR and staff training.

o Stage Clients

o Conducting checks and audits on regular or ad hoc basis as appropriate for server security.

o Security Compliance, implementation of security tools & ensure compliance with ISP.

o Resolve issues identified through reviews, identify follow up action required and manage issues through to resolution.

o Work with business customers to identify, develop, & maintain a structure in relation to directories, data storage and files ownership.

· Applications

o Oversee Software installation by external suppliers.

o Provide access and document process ensuring ability to repeat if necessary.

o Documentation of IT-related issues regarding the application.

o Install Print Shop specific software as required.

o Updating license files

o Installing Company Standard Application updates

o Installing site specific applications on the application servers

o Software Audit Conduct the Annual S/W Audit

o Manage the S/W Audit Process

o Annual SCRPs for Print-Shop and MOS Servers in PD

o Run scripts on all Print Shop and MOS clients on request.

· Maintain a list of client supported as part of this service – including key business contacts, applications installed, location, hardware maintenance status

Essential Requirements

· A professional demeanor and strong customer service/consulting/training skills

· 3+ years IT support experience, ideally in an engineering workstation support and client administration

· Experience with troubleshooting/repairing desktop and laptop hardware

· Strong Break / Fix skills Desktops, Workstations, Notebooks, and Dell tablets

· Strong understanding of MAC operating system and troubleshooting skills

· Strong Microsoft Office skills (Outlook, Excel, Word, and PowerPoint)

· Strong Microsoft operating system troubleshooting skills

· Strong problem solving and critical thinking skills

· Experience performing remote control of PCs

· Understanding of networks and telecoms

· Strong written and verbal communication skills

· Must be self-motivated and the ability to work independently with minimal supervision

· Excellent time management skills

· Must be detail and process oriented

· Must be able to pass a background security check

· Valid driver’s license and reliable transportation

What will make a candidate stand out

· Certificate on windows server, system administration

· Experience with ticketing systems (BMC, Remedy etc.)

· Experience supporting executives

· Experience with MAC & iOS

· Certifications: Hardware such as A+ or equivalent, Microsoft – MCSA Windows 7, 8 or 10, Network such as CCNA or CCNP

· Video conferencing knowledge

· SCCM experience

Job type: Permanent Division: eTeam Workforce Limited Reference: 22-06758