Job Description
IT Jobs, Network International Jobs.
The Desktop Support Engineer serves as the first contact for end users reporting service requests or incidents to the Service Desk. This role manages the full lifecycle of digital workplace systems, including installation, upgrades, troubleshooting, and security. Responsibilities also include training users on all workplace tools and ensuring a smooth user experience. Strong communication skills and a commitment to quality service are essential.
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Responsibilities
- Serve as the first point of contact for IT support within the organization.
- Be the face of IT and resolve end user issue end to end by coordinating with internal IT teams and vendors.
- Resolve level 1 technical issues including hardware, software, network, and other IT system problems.
- Diagnose and troubleshoot technical issues, including account setup, data synchronization, and system configuration.
- Track all issues in our ticketing system, ensuring that issues are resolved in a timely manner.
- Communicate regularly with the group digital workplace team to report on issues and solutions.
- Conduct IT induction and training for new staff members.
- Create and maintain IT knowledge articles to aid in problem resolution. This includes documenting common issues and their solutions, and updating the knowledge base regularly to ensure all information is accurate and up to date.
- Provide support for unified communications systems including video conferencing, instant messaging, and other collaboration tools. This includes troubleshooting issues, providing user training, and working with vendors to resolve complex problems.
- Involvement in IT projects.
- Any other duties as assigned by line manager.
Qualifications
- 3+ years of experience in a Technology / IT function in a recognized international organization. Financial services industry experience is an advantage.
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in a similar IT support role.
- Strong problem-solving skills.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Excellent knowledge in Microsoft 365, Windows and Mac troubleshooting.
- Working knowledge of defining operational processes and procedures.
- Experience in managing services based on ITIL or similar framework.
- Experience working on Zoho Desk is an added advantage.
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How to Apply
Click here to apply
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