Description
As a Desktop Support Engineer at WSP, you will provide technical assistance to clients, installing, upgrading, and troubleshooting hardware and software systems.
Responsibilities
- Install and configure computer hardware, software, systems, networks, printers, and telephone systems.
- Install and configure Windows 11 Operating Systems.
- Monitor and maintain computer systems and networks.
- Diagnose and resolve hardware, software, networking, and system issues.
- Resolve computer peripherals issues.
- Replace and upgrade defective or outdated components.
- Provide technical support across the company, in person or over the phone.
- Respond to requests from end-users, managers, developers, and team members for specific IT hardware and software information.
- Direct unresolved issues to the next level of support personnel.
- Create technical documentation and manuals.
- Implement best practices for scalability, supportability, ease of maintenance, and system performance.
- Address major incidents, user tickets regarding hardware, software, and networking.
- Manage incident and service requests.
- Guide users with simple, step-by-step instructions.
- Follow up with clients to ensure their systems are functional.
- Coordinate with HR and relevant departments to receive new joiner details in advance.
- Configure and set up workstations, laptops, and other necessary IT equipment.
- Conduct thorough quality checks to ensure equipment is fully operational.
- Wipe and reformat equipment for reuse or disposal, following company policies.
- Coordinate the return of all IT equipment from leavers.
Technical Experience
- Knowledge of ServiceNow Ticketing tool.
- Applications – Core, Business & Corporate Application Troubleshooting.
- Strong computer, hardware, software, and analytical skills.
- Testing hardware components individually and in tandem with external computer systems.
- Provide technical assistance and support for incoming queries and issues related to desktop support, video conferencing support, VIP support.
- Hands-on experience with Windows OS environments.
- The ability to learn quickly and retain large quantities of information.
- Introduce new ideas and processes which improve performance and productivity.
- Proven ability to assess business needs and translate them into relevant solutions.
- Problem solver with the ability to encourage others in collaborative problem-solving.
Qualifications
- 4+ years of experience in an IT On-Site Support role.
- BA/BCA /BCom/BTech / Graduate Science.
- ITIL V4 Foundation certified.
- Certification in MCP (Microsoft Certified Professional) or similar will be an added advantage.
Working Conditions
We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform, as well as great savings programs, and a clear vision for the future.