Desktop Support Technician - Level 3

Job Role – Desktop Support Technician
Job Summary
Desktop Technician will provide day to day local\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 their 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 be able to provide support
and apply desktop fault resolution for the approved application suite. Ideal candidate should
have relevant 3-5 years’ experience in Windows Desktop support.
a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and
Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
f) Should have basic knowledge of Mac operating system, to support Apple pc users.
g) Install, upgrade, support and troubleshoot for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized
peripheral
equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and
workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual,
Smart
Devices and Telecoms.
l) This position requires the ability to work in a project-based environment requiring flexibility
and teamwork. Performs other duties as assigned.
Candidate Required Minimum Qualifications and Skills
a) Bachelor’s Degree or equivalent in Computer Science or related field.
b) CompTIA A+, Microsoft Certified Professional (MCP) or better.
c) Minimum of 18 months years of IT experience.
d) Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC
hardware
installation and troubleshooting, Enterprise anti-virus solutions, Helpdesk ticketing systems.
e) Mobile device management including IOS and Android devices, Enterprise encryption
solutions,
Windows PC/laptop management via Active Directory.
f) Proven analytical, troubleshooting and problem-solving skills.
g) Proven ability to multi-task, effectively determine priorities and meet SLA’s.
h) Excellent communication relationship-building and internal customer service skills.
i) Adaptable and flexible in a fast-changing industry and work environment.
j) Willing to work off-hours and weekends when required for projects or emergency support.

1.1. Job Description

• Proven experience in on-site desktop and end-user computing support

• Strong troubleshooting skills for hardware, operating systems, peripherals, and basic networking

• Working knowledge of Microsoft Windows and Apple macOS operating systems, including end-user device configuration and support

• Experience supporting productivity and collaboration tools within enterprise IT environments

• Familiarity with ITSM processes and tools (Incident, Change, and Asset Management)

• Professional communication skills and ability to interact directly with business users and stakeholders

• Onsite break-fix support for distribution centre & offices, Meeting room support, Device peripherals replacements support, Remote support for end user devices.

• Diagnose and resolve hardware and software issues for end-user devices (desktops, laptops, peripherals, tablets, MFP’s and desktop printers, RF equipment, label printers, production invoice printers, scanners, mobile phones, time clocks, display boards, etc.) during business hours to ensure minimal disruption to business operations.

• Setup, troubleshoot, breakdown and move as needed IT equipment for end user offices and workstations.

• Set up, configure, and troubleshoot meeting room equipment, including audio-visual systems and conferencing tools, to ensure seamless meeting experiences.

• Provide conference room support during key conferences, to include pre-conference setup and testing as needed.

• Replace and install device peripherals such as monitors, docking stations, keyboards, mice, and other accessories as needed.

• Provide comprehensive support for desktops, laptops, tablets, and other end user devices, including troubleshooting, asset management, and lifecycle support.

• Maintain accurate records of IT assets, manage inventory levels, and ensure proper parts management onsite, including maintaining minimum/maximum spare levels.

• Perform proactive checks, regular preventative maintenance on IT equipment to maximize device uptime and identify potential issues before they impact users.

• Support new hire onboarding and employee offboarding processes, including device provisioning, setup, issuance, collection and decommissioning.

• Respond to incident tickets by providing onsite support or dispatching technicians as required and escalate critical issues according to the defined escalation matrix.

• Coordinate shipment of IT equipment, including shipment drop-off at carrier business location, and manage the refill and maintenance of smart lockers to ensure timely availability of devices and peripherals.

• Train end users to utilize IT equipment as necessary

• Smart hands support as needed for servers, switches, AP’s, firewalls, etc. for other BBG IT teams

• Ensure all support and related activities are conducted in a manner compliant with BBG IT security practices

• Dispatch support Services where technical resources are deployed to sites as needed for incident resolution, hardware replacement, or other support activities

• shipment of equipment and timely replenishment of smart lockers