Service Desk Engineer
Calamba, Laguna Philippines
This is what you need to do:
Main Accountabilities and Supporting Activities:
To provide an excellent Service Desk and Desk Side support service to local users as well as user from S.E.A region either onsite of offsite.
Quickly identify and resolve incidents with all of Dyson’s end user computing services including Desktops/Laptops, printing, phones, conferencing, mobile services, and corporate software support (email, remote access solution, Microsoft office etc.)
Manage and complete standard change requests’ including PC/Laptop builds, new user configuration, and software installations.
Contribute to the knowledgebase for the service – writing new articles and updating existing ones to ensure maximum resolution efficiency of incidents and changes.
Contribute to asset management activities including auditing, proactive resolution of audit issues, inventory management, and asset tagging.
Hardware support and problem resolution of primarily Dell desktop PC’s and laptops.
IT project support and implementation of end user computing projects (e.g. Windows version upgrades, hardware refresh activities).
Assist in the service take on process as projects are handed over to the service desk for on-going support.
Participate in problem management activities regarding the end user computing environment.
Processes and Work Instructions: Contribute updates and improvements to key service desk documentation and training material.
Any other duties as required for the service.
Required to record, log and progress user requests.
This is what you need to have:
Minimum 2 years hands-on experience supporting end user IT services within a large organisation.
HS, advanced diploma or equivalent in information systems, computer science.
Solid, proficient incident and problem diagnosis skills in a range of system types and applications.
Understanding of Ethernet, TCP/IP, DHCP, DNS, firewalls and VPN technologies, preferably Microsoft UAG.
Solid understanding and experience of Windows 7/Windows 8/Windows 10 Desktop/Laptop Support and Configuration.
Solid understanding and experience of Office 2010 or newer.
Exposure to Windows 2008 Server and Windows Exchange 2010 Server.
Wireless networking (ideally Cisco Wireless Networking).
Experience of supporting Tablet/Hybrid devices.
Experience of supporting Apple IOS devices.
Working Knowledge of Active Directory and Security.
Prior experience with working with any Avaya telephone/voicemail systems.
Installing and configuring network Printers (FujiXerox or HP).
Understanding Antivirus Software (Symantec).
Exposure to Encryption Software (Pointsec).
CAD Hardware Support (Dell).
Exposure to MS Lync.
Exposure to IP Phone solutions (Avaya Systems).
Exposure to SCCM.
Exposure to the Apple Mac environment.
Previous exposure to Microsoft Terminal Services.
Driven and committed individual with focus on customer service and resolution quality.
Excellent written and spoken communication including presenting complex IT issues in non-technical language; and communicating with users with differing levels of IT skills.
Problem-diagnosis skills in range of system types or applications; ability to quickly diagnose and troubleshoot problems on a variety of systems and applications.
Experience with the planning and execution of IT-related projects including communicating progress to all key parties.
Ability to work effectively with key Dyson hardware and software suppliers to ensure seamless service to our users.
Strong planning, collaboration & time management skills.
Ability to prioritise and manage workload.
Good verbal and written English language skills.
Sensitive to cultural differences across global company.
Ability to lift up to 50 lbs.