Desktop support Engineer

Intersoft; Kuala Lumpur; On-site; MYR 39,000 - 73,000; Full time

Job summary

Intersoft is seeking a Band 1 - Desktop Technician to provide day-to-day local and remote desktop support, handle incidents, and document steps taken to resolve hardware, software and app issues in our ticketing system.

You will troubleshoot across Windows 7-10, Office 365, AD, and device management, coordinating with supervisors to ensure consistency across shifts in the IT Support Center.

Qualifications

• Bachelor Degree or equivalent in Computer Science or related field.
• CompTIA A+ and MCP certifications or better.
• Minimum of 18 months' IT experience.
• Experience with Windows 7-10, Active Directory, GPOs, MS Office 365.
• Experience with enterprise antivirus solutions and Helpdesk ticketing systems.
• Mobile device management including iOS and Android.
• Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities and meet SLAs.
• Excellent communication, relationship-building and internal customer service skills.

Responsibilities

• Provide first and second level contact and problem resolution for customer issues
• Work with Third Party Vendors to remediate complex AV issues as needed
• Provide timely communication on issues status and resolution
• Maintain ticket updates for all reported incidents
• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other desktop applications
• Install, upgrade, support and troubleshoot for printers and computer hardware
• Perform general preventative maintenance tasks on computers, laptops, and printers
• Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software
• Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets

Skills

IT support

Windows OS

Active Directory

GPOs

Office 365

AV solutions

Helpdesk tools

Mobile device management

Encryption

Customer service

Education

Bachelor Degree or equivalent in Computer Science or related field

CompTIA A+

Microsoft Certified Professional (MCP)

Tools

Windows PCs

Printers

Networking basics

Jabber

Job description

The Band 1 - Desktop Technician will provide day to day local and 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 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 as ability to provide support and apply desktop fault resolution for the approved application suite.

Key responsibilities

Provide first and second level contact and problem resolution for customer issues

Work with Third Party Vendors to remediate complex AV issues as needed

Provide timely communication on issues status and resolution

Maintain ticket updates for all reported incidents

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications

Install, upgrade, support and troubleshoot for printers and computer hardware

Perform general preventative maintenance tasks on computers, laptops, and printers

Perform remedial repairs on Desktops, laptops, printers and other authorized peripheral equipment

Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software

Mentor and assist Band 0 technicians and provide support to Band 2 Technicians in resolving tickets

About you

Bachelor Degree or equivalent in Computer Science or related field

CompTIA A+, Microsoft Certified Professional (MCP) or better

Minimum of 18 months' experience in IT

Experience with Windows 7-10, Microsoft Active Directory, GPOs, MS Office 365, PC hardware installation and troubleshooting

Experience with Enterprise anti-virus solutions and Helpdesk ticketing systems

Mobile device management including iOS and Android devices

Experience with Enterprise encryption solutions and Windows PC/laptop management via Active Directory

Proven analytical, troubleshooting and problem-solving skills

Proven ability to multi-task, effectively determine priorities and meet SLAs

Excellent communication, relationship-building and internal customer service skills