Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Excellent technical knowledge of PC and desktop hardware with good hands on experience of PC internal components including CPUs, I/O and NIC cards, hard disks, RAM, memory chips, CD-ROMs, and so on.
Working technical knowledge of current protocols, operating systems, and standards with good knowledge on windows 7/XP operating system , including registry level
Collaborate with LAN technicians/network administrators to ensure efficient operation of the company's desktop computing environment.
Where required, administer and resolve issues with associated end-user workstation networking software products.
Receive and respond to incoming calls, and/or e-mails regarding desktop problems.
Respond to and perform moves, adds, and changes (MAC) requests related to hardware and software components
Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
Develop and maintain an inventory using SCCM 2012
Having advanced knowledge in Anti-Virus software, Desktop management software Patch management).
Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
If necessary, liaise with third-party support and PC equipment vendors.
Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase.
Write technical specifications for purchase of PCs, desktop hardware and related products.
Ability to operate System Center tools
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Wymagania i obowiązki
Bachelor's Degree or equivalent experience
ITIL concepts strongly preferred
MCSE or MCP preferred
5+ years experience
Desktop Support experience within a busy, high volume desktop support environment required
Experience performing remote support required
Apply decision making and problem solving skills; ability to effectively prioritize and complete tasks. Independently grasps and solves complex issues – must be a go getter and take initiative on a regular basis finding ways to avoid problems proactively rather than just fixing them after the fact
Experience of Windows 7 /XP in a corporate environment a plus. Including setting up, configuring and support of hardware components, peripherals, as well as corporate software (patching, Anti-virus, etc.)
Ability to work in a dynamic environment
Excellent oral and written communication skills, able to relate to business (ability to work with customers that have limited technical knowledge) and technical customers. Ability to interact with executive level management.
Must have strong leadership and project management capabilities. Strong ability to manage multiple projects and rapidly changing priorities.
Must be willing to work extended hours to get jobs done when business needs demand. Some weekend hours required when business needs demand.
Ability to maintain objectivity and composure under stress.
Must be a self-starter with a demonstrated ability to prioritize work and to work independently on multiple tasks.
O SNW Outsourcing IT
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