IT Support Engineer – Job Description

Company Details:

Teceze is a leading information technology, consulting and business process services company headquartered in the UK and has offices across 15+ countries. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Teceze has a dedicated workforce of over 1500+ employees, serving clients in 75+ cities across 6 continents.

Our Main Goal in this Role

Desktop Technician will provide day to day local remote desktop support, accept, and treat Incident tickets assigned to his/her support queue, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system (Service Now)

The candidate will provide local onsite support to the customer through deskside visits or by manning the IT Spot walk-up counter. Desktop Support Engineer is mainly engaged in break -fix activities, fault diagnosis and resolution of end-user hardware or software issues and questions that require hands-on treatment. Support includes receiving and shipping end user equipment, device reinstallations or swaps, equipment delivery.

What You Will Be Doing

Provide first/second level contact and problem resolution for customer issues. Work with Third Party Vendors to remediate complex AV issues as needed.

Provide timely communication on issue status and resolution. Maintain ticket updates for all reported incidents.

Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, other authorized desktop application.

Install, upgrade, support and troubleshoot for end-user equipment.

Performs remedial repairs on Desktops, laptops, and any other authorized peripheral equipment.

Use diagnostic tools to troubleshoot problems associated with network connectivity, and PC hardware/software including mobile phones.

This position requires the ability to work in a process-based environment requiring flexibility and teamwork. Performs other duties as assigned.

Required Skillset

Minimum of 2+ years of IT experience.

Experience of support end-user devices in an enterprise desktop environment. Windows 7-10, Microsoft Active Directory, MS Office 365, PC hardware installation and troubleshooting, Enterprise anti-virus solutions.

Mobile device management including IOS and Android devices, enterprise encryption solutions .

Information Technology Support Engineer