Help Desk Engineer
hace 1 día
Job Overview
AO IT Group is a leading global IT services provider, delivering fully managed IT solutions and cyber security services. We are seeking an experienced Help Desk Engineer to join our team.
About the Role
We are looking for a skilled Help Desk Engineer to provide technical support to customers and their networked computers and peripherals. The successful candidate will be responsible for accurately testing, identifying, repairing, resolving, and documenting end-user technical issues.
Key Responsibilities:
- On-site desk-side engineer for technical support for customers and their networked computers and peripherals
- Accurately testing, identifying, repairing, resolving, and documenting end-user technical issues regarding basic network/desktop/laptop support, printers, and LAN cable drops
- Break-fix, troubleshoot, and resolve software issues
- Reimaging computers/hard drives, IMACD function including installation and decommission
- Backing up and restoring user data, settings, and associated systems administration activities
- Assist ServiceDesk/Remote Desktop Support teams for hands and feet coordination efforts
- Assist on Incident and Problem management activities
- Taking ownership of issues through to resolution on all appropriate requests
- Categorize and prioritize end-user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information
- Move equipment associated with escalated help desk incidents and service requests
- Perform asset inventory activities as needed
- Recommend and/or perform upgrades on systems to ensure longevity
- Work with procurement staff to purchase hardware and software
- Maintain spare parts/inventory list on a monthly basis and coordinate for any disposal requisites
Requirements
To be successful in this role, you will need:
- At least 4 years of experience in the field
- Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint, etc.)
- Strong Microsoft Operating System installation and troubleshooting skills
- Strong Break/Fix skills for desktops, workstations, notebooks, printers, and handhelds
- Broad experience in IT with basic understanding of networks, servers, and telecoms
- Strong customer service skills and ability to provide consistent, excellent customer support
- Strong written and verbal communication skills
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