Onsite Desktop Support Engineer

Forhyre.com

Full-time

About the position

The Onsite Desktop Support Engineer is responsible for providing technical assistance to clients by installing, upgrading, and troubleshooting hardware and software systems. This role requires a problem-solving attitude and the ability to deliver clear technical instructions to end users, ensuring prompt and accurate customer service to enhance client satisfaction.

Responsibilities

• Provide a single point of contact for local office end users to receive support and maintenance within the desktop and laptop computing environment.
• Install, diagnose, repair, maintain, and upgrade all hardware and equipment to ensure efficient workstation performance.
• Solve problem areas in person in a timely and accurate fashion and provide end-user assistance where required.
• Monitor queues for incidents or requests that require resolution.
• Escalate to L3 team or vendors in case assistance is required to resolve any issue.
• Isolate system issues, diagnose standard software issues, and report hardware issues to respective vendors.
• Prioritize work based on the impact and urgency of the ticket.
• Maintain compliance with client policies and guidelines regarding desktop/laptop naming conventions and disposal processes.
• Coordinate with the asset management team for open tickets requiring spares and accessories.
• Manage the incident lifecycle, including documenting work notes and detailing incident resolution.
• Fulfill service requests where necessary and track the status of IMAC requests.
• Verify completion of IMACs and enable end user/equipment installs, moves, and changes (IMAC) requests.
• Install new or enhanced functions or features, including hardware, software, peripherals, and configurations.
• Perform user data transfers on a need basis and provide hardware support to desktops, laptops, thin clients, printers, and scanners.
• Manage hardware imaging, deployment, and repair services.
• De-install equipment, erase data, and update the asset tracking system accordingly.
• Assist the asset management team with physical verification activities and inventory management.
• Provide VIP support and handle shipping and receiving requests for end devices.

Requirements

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role.
• Hands-on experience with Windows/Linux/Mac OS environments.
• Working knowledge of office automation products and computer peripherals, like printers and scanners.
• Knowledge of network security practices and anti-virus programs.
• Ability to perform remote troubleshooting and provide clear instructions.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude.