Desktop Support Engineer (Mac Support)

Roles & Responsibilities

Responsibilities:

• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding Windows laptop/Desktops, Android, iPhone and MAC devices.
• Hand-on in hardware troubleshooting on Dell, HP, Lenovo brand PC and Laptops.
• Printer hardware support and managed print services.
• Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives.
• IMACD function including installation and decommission.
• Backing up and restoring user data, settings and associated systems administration activities.
• Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts.
• Assist on Incident and Problem Management activities.
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.
• Responsible to maintain Asset inventory- Performing asset verification activities on monthly basis, keeping asset data base up to date.
• Update the spare parts and inventory list monthly and handle disposal needs as required.
• Be available for On call support during afterhours as and when necessary.
• Adhere to ticket response and resolution SLAs as agreed upon with the customer.
• Assist on special projects like OS migrations, PC refresh and large-scale PC deployments.
• Configuring WIFI and Outlook emails on Android, Apple and Blackberry devices.
• Provide Hands and Feet Support to Network and Wintel teams and good knowledge of Devices – Cisco Routers, LAN Switches, Data Centres, Servers etc. Providing console access to remote team, type of console cables, UTP and Fiber cable types, should be well aware of Hub room and Data Centre infrastructure devices.
• VIP and Executive Support.
• Raising Purchase request in system and follow-up on technical POs.

Requirements

• Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years hands-on experience as a desktop Support technician handling more than 500 Corporate Users.
• Strong Microsoft Office 2016 & office 365 skills (Outlook, Word, Excel, PowerPoint, SharePoint, OneDrive etc.)
• Strong Microsoft Operating System installation and troubleshooting skills Windows 7, Windows 10.
• Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds.
• Strong Skills in Antivirus, encryption, Application and software support.
• Broad experience of IT with basic understanding of Networks, Servers and Telecoms.
• Good knowledge of MAC OS, IPAD, iPhone etc.
• Hands on troubleshooting of VPN issues.
• Good Knowledge of Audio/Video equipment and conference, Meeting room setup.
• Imaging/Re-imaging of workstations and laptops.
• Understanding of Windows domain structure, Active Directory, Ghost, Terminal Services, remote control support, NTFS and file level permissions.
• Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.
• Ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.
• BGV (Background verification Checks) as per client required.
• Hands-on experience with Lenovo, Dell and HP business machines.

Tell employers what skills you have

Outlook
Mac
Troubleshooting
Microsoft Office
Hardware
Ticketing
Inventory
Active Directory
Windows 7
Administration
Information Technology
Problem Management
Windows
Encryption
VPN