Desktop Support Technician

Iron Systems, Inc; Seberang Perai; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading technology solutions provider in Seberang Perai is seeking a Desktop Support Technician responsible for managing desktop device incidents and providing VIP support. The ideal candidate should have strong knowledge of Windows 7, experience with service management tools like ServiceNow, and familiarity with ITIL processes. A technical degree is required, making it a great opportunity for IT professionals.

Qualifications

• Knowledge and experience on Windows 7 OS.
• Experience with Service management tools.
• Understanding of ITIL processes including Incident and Change management.

Responsibilities

• Manage desktop device incidents through to resolution.
• Monitor security profiles and anti-virus software.
• Provide VIP support for desk-side issues.

Skills

Windows 7 OS

EUC tools

MS Office

Outlook

ServiceNow

Education

Associate degree in electronics

Bachelor's Degree

Tools

Service management tools

Job description

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and desk side support services.
• Manage hard and soft break‑fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, Manage, Optimize and Maintain the configuration and installation of the Desktop, to include, but not limited to, patch updates and hardware replacements, with spares provided by vendor.
• Analyze service desk calls for desktop devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each desktop device is installed with the appropriate desktop image.
• Manage desktop device (hardware and software) incidents through to resolution.
• Monitor security profiles and anti‑virus software on all Desktop Devices and take appropriate action in the event of non‑compliance with security requirements.
• Provide VIP support for desk‑side issues per contract and be the point of contact at the site for all IT‑related issues if no other IT support team is available, such as for MI calls.

Requirements

• Knowledge and experience on Windows 7 OS.
• Good to have—knowledge in AD and smart hands and feet support.
• Good to have—knowledge and experience of supporting MAC devices and tablets.
• Experience with Service management tools—ex., ServiceNow.
• Should have good expertise on EUC tools, remote support tools, MS Office, and Outlook.
• Preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL process of Incident, Change, Problem, service request, and related activities like spare and buffer stock management.
• An associate degree (A.A.) or equivalent from a three‑year college or technical school with an emphasis in electronics is required; Bachelor’s Degree preferred.