Desktop EUC L1

Service Global; Cebu City; On-site; PHP 240,000 - 420,000; Full time

Job summary

Service Global is seeking a Desktop Support Technician to provide second-line on-site IT support at customer locations. You will handle Windows and Mac desktops, peripherals, and conferencing equipment while maintaining documentation and delivering excellent customer service.

The role requires 2–4 years of relevant experience, with CompTIA A+ or MCP/MCSE desirable. Knowledge of VPN/MDM and MS Office is beneficial. Training and ITIL exposure are encouraged.

Qualifications

• 2–4 years of experience in a similar desktop support role.
• Education to the mandatory level in the relevant country.
• CompTIA A+, MCP/MCSE desirable; OEM certifications helpful.
• Knowledge of ITIL and ITIL environment exposure is beneficial.

Responsibilities

• Install, upgrade, support and troubleshoot Windows and Mac desktops and software.
• Support end-user devices and peripherals including printers and conference equipment.
• Perform preventive maintenance and document requests in the service desk system.
• Provide onsite hands-on support to customers and SME teams.
• Diagnose issues with SMEs and implement temporary or permanent fixes to restore service.
• Maintain high levels of customer service and effective communication.

Skills

IT fundamentals

Windows support

Mac support

End-user devices

Printers support

Networking basics

VPN knowledge

MDM familiarity

MS Office

Customer service

Education

Mandatory education level

Tools

MS Office

Lotus Notes

MS Outlook

Job description

Job Purpose

The Desktop Support Technician is a physical presence service to provide second-line support at customer locations and is responsible for performing tasks to agreed-upon service levels as well as meeting customer satisfaction measures. In addition, the technician is also required to provide hands-on and eye support for Customer/OEM subject matter experts in diagnosing and resolving incidents with regard to network and compute devices.

Main Duties and Responsibilities:

• Install, upgrade, support, and troubleshoot Windows, Mac, and any other authorized desktop software/applications.
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop , Laptops Printers, Mobile Devices, Video and Conferencing Equipment, and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• To follow and execute instructions provided by Subject Matter Experts
• Provide onsite hand-eye support to Customer / OEM SME's towards installation, upgrade, support and troubleshooting of devices in the network and Compute environment
• To assist users with any logged IT-related incident when called upon
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
• To accurately record, update and document requests using the IT service desk system
• To maintain a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal communication skills, with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• To be a highly motivated team player with the skills and ability to manage changing priorities.
• To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Be willing to attend training as necessary to keep up-to-date with the latest technology and internal system processes
• To attend training courses as identified and agreed for appropriate development
• To contribute towards reporting as per customer requirement
• Any other tasks as assigned and within the skillset of the person.

Technical Skills:

• Good general understanding of IT principles such as Networks, hardware, and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, MS Outlook etc.
• Good working knowledge of operating systems such as Windows and Mac-related software and applications
• Good experience in end-user device hardware and software troubleshooting
• Good experience of supporting devices such as Printers and Meeting Room equipment.
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing and troubleshooting EUC hardware components
• Awareness of Data Backup principles
• Familiarity with virtual, MDM, and VPN environments
• Basic knowledge and familiarity with devices in network and compute environments.

Experience:

• 2 - 4 years' experience working in a similar environment as described above.

Education and Qualification:

• Education to the mandatory level in the relevant country

Training and Certifications:

• CompTIA A+ , MCP/MCSE are desirable certifications
• OEM Certification desirable
• Knowledge of ITIL and experience of working within an ITIL environment would be beneficial

Language Skills:

• To Customer - Fluency in local language as per the geographical and cultural requirement
• English speaking to good standard