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Desktop Support Engineer
hace 3 meses
Freelancers are encouraged to apply.
Role and Responsibilities
- To assist users with any logged IT related incident and requests when escalated by Helpdesk or when called upon
- Follow Standard Operating Procedures, Exhaustive Technical and Operations Runbook, Incident Management and Escalation Procedures
- Install, upgrade, support and troubleshoot Eligible Recipient 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
- Receive Service Requests/incidents indicating that supported end user or Supported Device Repair/maintenance is required, perform Diagnosis and Schedule supported End user and Supported Device Repair activity
- Coordinate with Third party or OEM vendors to resolve warranty claims for supported end users and Supported device incidents
- Use Manufacturer warranty, reseller replacement/repair policies to limit total repair costs with respect to passthrough expenses
- Use Manufacturer warranty, manufacturer technical support, to limit repair cost and facilitate incident resolution with respect to Pass-Through Expenses
- Order, provide, Install and test replacement parts for Supported End Users and Supported Devices
- Conduct performance Testing and enable users to perform functional testing on replacement Supported End Users and Supported Devices as required
- Adjust configuration options as per documented procedures
- Comply with all supported End user and Supported Device Warranty requirements/ restrictions
- Iron Mountain standard software installations/troubleshooting, driver updates, PC tuning activities, reimaging, security, encryption (BitLocker), antivirus.
- Application installation, support, user assistance (Iron Mountain standards such as Google suite, okta, vpn, dialpad, Adobe, Microsoft, iprocurement)
- Assist End user with Data restoration from backup media as requested for supported end users.
- Resolution of Standard Problems using SOPs & Knowledge Base, Remote Troubleshooting of Desktops 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 within SLAs; escalating incidents to other support teams where necessary
- To accurately record, update and document requests using the IT service Management Tool (Service Now)
- Provide Support for Planned Special Events as mutually agreed within the reasonable capacity
- Provide Support for Remote Office Locations for Supported End Users per documented procedures and Standards and for the agreed locations
Please note that it's a contract-based role.
Ability to commute/relocate:
- Madrid, Madrid provincia: Reliably commute or planning to relocate before starting work (required)
Application Question(s):
- Are you willing to work on contract (1 year initially) basis?
Experience:
- Desktop support: 2 years (required)
Work Location:
In person
