Desktop EUC MAC Engineer

Main Duties and Responsibilities

• Install, upgrade, support and troubleshoot Windows, Mac and any other authorized desktop software / applications
• Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktop, Laptops, Printers, Mobile Devices, Video and Conferencing Equipment and any other authorized peripheral equipment and devices
• Perform general preventative maintenance tasks on devices and software
• To follow and execute instructions provided by Subject Matter Experts
• Provide onsite hand and eye support to Customer / OEM SME’s towards Install, upgrade, support and troubleshooting of devices in Network and Compute environment
• To assist users with any logged IT related incident when called upon
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible;

escalating incidents to other support teams where necessary

• To accurately record, update and document requests using the IT service desk system
• To maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization
• To be a highly motivated team player with the skills and ability to manage changing priorities
• To create, maintain and publish relevant support documentation in order to assist all End Users with the quick resolution of their incidents and service requests and enable users to become more self-sufficient
• Be willing to attend training as necessary to keep up to date with the latest technology and internal system processes
• To attend training courses as identified and agreed for appropriate development
• To contribute towards reporting as per customer requirement
• Any other tasks as assigned and within the skillset of the person

Technical Skills

• Good general understanding of IT principles such as Networks, Hardware and Domains
• Working knowledge of leading software packages such as MS Office, Lotus Notes, and MS Outlook etc.
• Good working knowledge of Operating system such as Windows and Mac related software and applications
• Good experience in End User device hardware and software troubleshooting
• Good experience of supporting devices such as Printers and Meeting Room equipment’s
• Knowledge of mobile devices, in particular Blackberry and iPhones
• Experience with building, configuring, replacing, and troubleshooting EUC hardware components
• Awareness of Data Backup principles
• Familiarity with virtual, MDM and VPN environments
• Basic knowledge and familiarity with devices in Network and Compute environment

Soft Skills & Appearance

• Exceptional customer facing skills
• Able to communicate clearly and effectively both with Client and the End Customer
• Logical and analytical approach to work
• Accurate record keeping
• Able to work unsupervised
• Good timekeeper
• Intense focus on quality work
• Productive and Efficient
• Able to operate within customer standard operating procedures
• Able to maintain professional demeanor under stress
• To be at all times appropriately dressed for the Customer environment
• Good standards of grooming and personal hygiene

Experience

• 2 4 Years’ experience working in a similar environment as described above
• Education and Qualification
• Education to the mandatory level in the relevant country
• Training and Certifications
• CompTIA A+ , MCP / MCSE are desirable certifications
• OEM Certification desirable
• Knowledge of ITIL and experience of working within an ITIL environment would be beneficial
30+ days ago