Desktop EUC L1

Iron Systems, Inc; Singapore; On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Desktop Support Technician to manage and resolve hardware and software incidents for desktop devices. This role involves providing comprehensive support for both Windows and MAC devices, ensuring optimal performance and security compliance. The ideal candidate will have a strong background in IT support, familiarity with service management tools, and a commitment to customer service excellence. Join a dynamic team where your technical expertise will make a significant impact in maintaining efficient IT operations.

Qualifications

• Experience managing desktop device incidents and providing support.
• Knowledge of ITIL processes for incident and change management.

Responsibilities

• Manage hardware and software incidents for desktop devices.
• Provide standard support and maintenance for desktop devices.

Skills

Windows 7 OS

AD Support

MAC Support

ServiceNow

EUC Tools

Remote Support Tools

MS Office

Lync

VPN Support

Education

Associate Degree in Electronics

Bachelor's Degree

Tools

Service Management Tools

Remote Support 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 be limited to, patch updates and hardware replacements, with spares provided by vendor.
• Analyse 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 unavailable like 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—e.g., 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
• Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred.