Desktop Support Engineer

Responsibilities

• To provide technical and process assistance to end-users via on-site, phone, email, live chat and web-form.
• To diagnose and troubleshoot end-users’ problems with various IT tools.
• To perform an initial assessment, attempts to resolve or escalate the problem based on customer’s standard support process and procedures.
• Analyzes and clarifies the queries by conducting research and troubleshooting the issues.
• Provide necessary operation reports and documentation.
• Performs work in compliance within specified KPI/service level requirements.
• Performs any ad hoc or scheduled PC refresh within customer's premise.
• Provide level 2 users support (onsite support by attending to end user).
• Troubleshooting network operating system, software and hardware.
• Being familiar with network operating system, software and hardware.
• Work within a ticketing system and create documentatio...