Company:
Reqroute, Inc
Location: Santa Clara
Closing Date: 23/10/2024
Salary: £100 - £125 Per Annum
Hours: Full Time
Type: Permanent
Job Requirements / Description
Job Roll: Desktop Support Engineer
Location: Santa Clara, CA
Term: Contract
This role is L2 Support/Advanced Support which requires someone with in-depth knowledge on OS troubleshooting (Windows, Mac) and some basic Linux knowledge, O365 troubleshooting skills, and good hardware troubleshooting knowledge.
As a Desktop Support Engineer:
- Provide onsite/remote end user support on multiple computer platforms: Windows, Macintosh, UNIX, and mobile devices.
- Provide OS support for end users including troubleshooting, imaging, and new deployments.
- Provide hardware support for Dell/Lenovo/Apple branded laptops & desktops including troubleshooting & isolating issues and perform parts/service calls for onsite and remote users.
- Provide end user support for multiple enterprise applications including e-mail, calendar scheduling, word, spreadsheets, presentations, and all Internet browsers.
- Provide support for MS Office Suite, encryption apps like PGP/BitLocker, Cisco VPN & other applications bundled with user machines.
- Provide mobility support for end users' mobile devices including basic installation and troubleshooting.
- Expert knowledge in device management via SCCM, Intune, JAMF.
- Assist move support/Post Moves Support.
- Mobile apps - basic install and troubleshoot native app.
- Loaner device support – for laptops, mobile & peripherals.
- Manage user accounts in Active Directory such as password reset, account unlock, etc.
- Provide services to users spread across multiple locations and collaborate remotely with staff in remote locations.
- Understand scope, limitations, and provide best efforts.
- Create awareness and education for customers.
- Encourage the use of available self-service initiatives (Password Reset, Duo portal, Wiki pages) and vending machines (Green Machine, Hardware Depot – Techs to understand the offerings and stock).
- All incidents and requests need to be consistently recorded into Service Now.
- Escalate tickets, as required, via the Service Now ticket assignment to the appropriate group.
- Understand and adhere to ITIL processes such as Incident, Request fulfillment, Change, and Problem management.
- Ensure all tickets assigned are resolved within the agreed SLAs.
- Provide VIP (White glove) support.
Top Skills:
- Desktop Support (Windows, Macintosh & Linux Support) - Expert.
- Office 365 Suite support - Expert.
- Conference Room Support - Medium.
- On Prem/Azure Active Directory, SCCM, Intune Management, Operating System Troubleshooting, Application Support - Expert.
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Reqroute, Inc