Desktop EUC L1

Iron Systems

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 installation, upgrade, support and troubleshooting of devices in the 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 skill set 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, MS Outlook etc.
• Good working knowledge of operating systems 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.
• 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 environments

Soft Skills & Appearance:

• Exceptional customer-facing skills
• Able to communicate clearly and effectively both with the 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