Desktop Support EUC L1

Iron Systems, Inc; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading IT support company is seeking a Desktop Support Technician to manage and resolve desktop device incidents. The role covers providing standard hardware and software support throughout the lifecycle of devices, ensuring compliance with security requirements, and effectively managing user training needs. Candidates should possess knowledge of Windows 7, ITIL processes, and service management tools, with an associate degree in electronics being the minimum educational requirement.

Qualifications

• Good to have knowledge of MAC devices and tablets.
• Experience in remote support tools.
• Familiarity with Lync, VPN, and mobile device support.

Responsibilities

• Manage desktop device incidents and ensure resolution.
• Monitor security profiles and take action on non-compliance.
• Provide VIP support for desk-side issues.

Skills

Knowledge of Windows 7 OS

Understanding of ITIL processes

Knowledge in Active Directory

Experience with ServiceNow

Expertise in MS Office and Outlook

Education

Associate degree in electronics

Bachelor's Degree preferred

Tools

ServiceNow

Job description

Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside 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 the 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 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.