Desktop Engineer L1

Iron Systems, Inc; Bogotá ciudad; On-site; COP 30,000,000 - 54,000,000; Full time

Job summary

Iron Systems, Inc seeks an on-site IT support specialist to provide end-user assistance, troubleshoot PC issues, and resolve incidents within SLA. You will build and deploy the Gold image on PCs, keep tickets updated daily, and support meeting rooms, printers, scanners, and mobile devices.

The role covers data center hands-on tasks, including device troubleshooting, component replacement, and daily backup activities as required, in specified locations.

Qualifications

• Excellent customer-facing skills and professional presentation.
• Independent and proactive thinking with strong relationship building.
• Must communicate well in English and local language.
• Ability to work to specified standards and ethics.

Responsibilities

• Provide on-site and desk-side support to end users.
• Troubleshoot PC-related problems per direction of CLIENT level 2.
• Resolve incidents within SLA in a pressurized environment.
• Build, configure and troubleshoot Gold image on PCs and laptops.

Skills

Customer-facing skills

Independent thinking

English communication

Organized work

Education

CompTIA A+ / Network+

Microsoft MCP/MCITP/MCSE

Tools

Windows 7/10

Microsoft SCCM

MACs experience

PC/Laptop hardware troubleshooting

Job description

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• 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.
• Ensure tickets are updated on a daily basis.
• 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 backup 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 CLIENT Tech support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipment’s as advised by CLIENT 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 CLIENT tech support.

Key Responsibilities

• Provide on-site and desk-side support services to end users.
• Troubleshoot PC-related problems at the direction of CLIENT level 2 or SPOC.
• 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.
• Ensure tickets are updated on a daily basis.
• 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 backup 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 CLIENT Tech support will assist in troubleshooting the data center devices
• Replace defective components cards in data center equipment’s as advised by CLIENT 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 CLIENT tech support.

Behavioral Skills Required

• The individual must have good customer-facing skills and be well presented.
• 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.
• Fully vaccinated techs

Technical Skills & Experience Required

• Must have experience of using a call logging system.
• Must have good working knowledge of Windows 7/10 and related Office applications.
• Support experience of MACs would be beneficial
• Knowledge of mobile devices, in particular 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 CLIENT.
• Excellent hands‑on experience in installation and troubleshooting DC equipment’s, Rack and Stack of the DC equipment/cable
• Excellent communications are mandatory in English and Local language

Desired Educational Requirements

• Completion of CompTIA certifications—e.g.A+, Network+, etc
• Completion (or near completion) of Microsoft certifications—e.g.MCP, MCITP, MCSE etc