Service Desk Technician

at  Red Engineering Design Ltd

ROLE RESPONSIBILITIES

• Delegated responsibility for providing office based and remote out of hours ITsupport, together with assisting the GSD Manager with IT related projects
• Utilize specialized technical skill set to provide hardware, software, networkand support on site and over the phone for internal and external clients
• Respond to client requests in a timely fashion
• Independently investigate, research, resolve and document end user problems
• Provide routine maintenance and troubleshooting of business equipmentincluding, but not limited to, computers, laptops, monitors, desktop phones,projectors, web cams, printers, copiers, and optical scanners by responding totelephone calls, emails, tickets, and other technical support requests
• Perform life cycle replacements of various end user equipment
• Maintain current expertise in operation and application of standardworkstation hardware and software
• Setup and maintain desktop backend services such as desktop/laptopdeployment services, anti-virus/malware detection, desktop configurationpolicies, and desktop patch management
• Provide recommendations to management for improvements regardingdesktop and application management
• Assist senior-level team members in various infrastructure projects
• Support projects in line with IT strategy where required
• Traveling off-site may be required

ROLE REQUIREMENTS

• Bachelors degree in Computer Sciences, Technical Certification from anaccredited technical school or combination of experience and knowledgeconsidered 4 plus year equivalent education
• Applicable Microsoft / CompTIA or equivalent industry certifications preferred
• Three years plus experience in Technical Support
• Act in an ethical manner and follows the principles of the ethics charter andethics in practice guidelines
• Good understanding of international working and IT operations of a globalconsultancy
• Experience with Intune or an equivalent MDM
• Experience supporting Teams meeting rooms
• Comprehensive knowledge of desktop and laptop computer hardware
• Must be proficient in the use of the Microsoft Office tool set.
• Effective knowledge of network protocols and basic services including TCP/IP,DHCP, VoIP, WiFi, and DNS
• Excellent interpersonal communication skills both verbal and written
• Excellent customer service skills.
• Ability to work effectively in a team environment
• A continuous improvement mindset
• Able to document resolutions and promote a “Shift Left” culture
• Ability to prioritize own workload
• Ability to work to strict deadlines
• Liaise with external suppliers and third-party it providers if required
• Able to convey IT matters at an understandable level
• Provide a logical approach to problem analysis and resolution
• Proven experience in a pc and network support environment
• Confident with training/induction needs with staff