Desktop Engineer L1

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Job Description:
2-5 years of Experience
Scope of Work:

Maintain daily IT operations in customer-owned locations to serve users' IT needs.
Provide hands & feet support for servers or networking activities as required at the specified location/facilities.
Support manufacturing-related IT equipment and applications as per SOP provided.
Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery)
Installation, Move, Add, and Change (IMAC) of Customer IT Assets
VIP support generally involves providing tailored and proactive IT support to the VIP target and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
Management of non-PC IT equipment maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of customer.
Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. The customer will provide specific training and instruction if needed.
Mobile Phone Support Triage, asset management, configuration, and support as required.
Support for special events (Internal and External), recurring meetings, or after hours will be required on a T&M chargeable basis.
Be responsible for H&E aspects, collaborate with desktop-related infrastructure projects, OT networks, security, and other systems under the guidance of end customer technical teams.
The ability to speak English and the local language (basic).

Key Responsibilities:

Responds to and diagnoses complex hardware, software, and network incidents under general supervision.
Prioritize and resolve customer and other team issues as soon as possible.
Ensure that incidents and requests are handled according to customer priority metrics.
As needed, escalate tickets.
Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.