Deskside Support Engineer II
Posted on Aug 1, 2019 by CV-Library
We are looking for a customer-focused desk side engineer with a genuine interest in solving people's IT issues. The applicant should be technically competent, possess excellent written and face to face communication skills and be willing to collaborate with wider Global I.T support teams. Day to day activity on this customer site includes resolving and supporting a wide variety of laptop, desktop hardware incident issues and requests, network incidents and requests and stock management while minimizing disruption to users.
Providing 1st and 2nd level desktop/laptop support
Monitor call management system to include continuous updating and closing of calls when resolved
Strictly meet all Service Level Agreements
Adhere to all policies and procedures as set out by the customer
Provide support for; Walk-in Service Centre, Installs, Breakfix, Refresh, Training Rooms, Conf Rooms/AV Support, , and Digital Signage
Troubleshoot Office Software Issues: Be able to support common software issues within the Office Suite
Support Wireless office environment
Offer productivity assistance and training to all customers
Provide proactive support to all customers
Participate in Project based assignments when required
Document and keep processes & procedures up to date
Participate in weekly Audio Visual proactive maintenance schedule when required, log and resolve issues
Endeavour to fix and close all calls assigned to the Telecoms & Networks queues within SLA and be able to analyse and troubleshoot network and telecoms problems up to an intermediate level. 1st and 2nd Line
Plan and schedule daily tasks according to priority and severity; Use sound judgment on a variety of problems requiring deviation from standard practices; Use initiative to provide a quality solution and service to the customer.
Be able to troubleshoot/diagnose WLAN Issues and escalate to next Level Support if required.
Provide support to the client's day-to-day operations network team.
Support of the Network Management Alerting System, to include active follow up and closure of critical alerts.
Adhere to SMBWA (Safety Management By Walking Around audit policies for all Comms rooms where there is network equipment and perform monthly SMBWA Audits.
Follow-up/closure on issues highlighted during the audit.
Return of defective parts to vendor as per RMA process.
Creation of Cisco TAC Case for failed parts.
Replenishment of spares in relevant locations when they are used for failures.
Attend regular Network team's operation meetings
Stock asset management tasks including managing deliveries, hardware returns, stock taking audits, end to end management of the hard drive process, surplus and disposition of stock , manual handling tasks and peripheral management.
Provide support to the end-to-end process of the Asset Management function locally.
At least 1 years' experience in a similar position is essential
Previous experience with Cisco kit is preferred . i.e. Cisco CAT OS & CAT IOS Switches and Routers (small/medium & large switches)
Professional, with excellent customer focus, customer interaction abilities and communication skills
Team player with excellent interpersonal communication skills
Understands the value of following the appropriate process or procedure
Unquestionably flexible and present a value-add performance.
Ability to quickly adapt and learn.
Self-motivation and the ability to work under minimal supervision are a must
Excellent hardware knowledge
Experience in Refresh/Rollout activity
Proficient knowledge of Windows OS (WIN 10, 8.1, etc ) and Microsoft Office suite
Full lean driving license
Terminal Server experience an advantage.