DSE

This position assists Client with technical support of desktop computers, applications, and related

technologies. Support includes specification, installation, and testing of computer systems and

peripherals within established standards and guidelines. Activities require interaction with

application software and operating systems to diagnose and resolve unique, non-recurring problems.

A good understanding of general IT required as provision of Smart Hands will also be required on

occasion to work with subject matter experts as their eyes, hands and feet in areas such as Networking,

Server and Telecoms etc.

Desk side engineer for technical support for Client End-Users and their networked computers

and peripherals

Interface with multiple levels of end users, management, VIPs and technical staff

Duties include:

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop support, Printers, Iphone, and LAN cable drops

Swap-Out and, troubleshoot software issues; Reimaging computers/hard drives

IMACD function including installation and decommission

Backing up and restoring user data where requested by Client. Supplier shall not be liable for the data loss. Supplier is NOT responsible for the condition of the data transferred/recovered before or after diagnostics and repair.

Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts

Assist on Incident and Problem Management activities

Taking ownership of issues through to resolution on all appropriate requests

Categorize and prioritize end user support requests (Incidents) and Service Requests by utilizing ticketing system to track tickets and provide up-to-date status and information

Move equipment associated with escalated help desk Incidents and Service Requests

Performing asset inventory activities where requested by Client.

Work with procurement staff to purchase hardware and software

Maintain spare parts/ inventory list monthly and coordinate for any disposal requisites

Provide support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site.

Adhere to ticket response and resolution SLA's as agreed upon.

Understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issues

Maintain the reliability and viability of the company’s computers, computing systems, and network infrastructure.

Track server activity, performing upgrades of software, maintaining computer hardware, addressing questions about technical problems, and improving efficiency by evaluating system and network functions.

To assist in the installation of various computers, computing systems, networks, telecommunications and video components.

Ensure that server best practices are being meet.

Contributing in preparing knowledge base article

Expected Engineer capability/Experience:

• At least 6-10 years of experience in the field or in a related area required

• Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.) • Strong Microsoft Operating System installation and troubleshooting skills

• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds • Broad experience of IT with good understanding of Networks, Servers and Telecoms

• Strong Client service skills • Ability to provide consistent, excellent Client support to entire staff, representing a variety of personalities and management levels

• Strong written and verbal communication skills

• Must be detail oriented and self-motivating

• Basic Background security check required • Experience including remote control of PCs and video conferencing knowledge

Technical Qualifications

Bachelor of Science in Computer Science related field or related work experience.

MCSA certification preferable.

Hands-on knowledge of Windows Server administration.

Experience of Cisco Products and hands-on in network administration needed.

Intermediate knowledge of directory services, Active Directory and Open Directory.

Languages

The Field Service Vendor representatives will be able to converse and communicate effectively (written and verbal) in both local language and English.

Job type: Contract Division: eTeam Workforce Limited Reference: 21-06316