September 11, 2024

Express communication service ltd

Tornio

TEMPORARY & CONTRACT & FULL TIME

Desktop Support Engineer L1

Position Title: L1 EUC Engineer
NOTE: You will be onboarded with Ex Com S as a contractor and you will paid either through freelancer or umbrella company.
Preferably to be native to country
MUST HAVE:
Local Language : C1+
Key Responsibilities:

Provide work guidance or orientation for non-routine procedures, complex issues, and implementation.
Configure, install, and secure computer hardware, software, servers, and peripherals.
Offer Level 2 and Level 3 support for IT applications, products, and services.
Troubleshoot and resolve technical issues related to EUC (End User Computing) devices and peripherals.
Implement and maintain EUC technologies and systems.
Provide incident and problem management services for EUC devices and peripherals.
Coordinate with third-party vendors to resolve hardware problems as required.
Install and test replacement spare parts.
Perform PC reimaging and hardware repairs (shell swaps) in response to non-functional and damaged machines.
Provide hands and feet support for server, storage, backup, and network equipment under the guidance of the customer’s technical team.
Analyze and investigate issues with a structured approach to problem-solving.
Offer end-user training on new installations and answer "how-to" questions.
Assist end users via telephone and email with a wide range of questions, problems, and requests.
Monitor and track incidents and trouble calls in the ticketing system in support of the incident and problem management process, recognizing high-priority tickets and taking action within the expected response time.
Update all assigned tickets, capturing troubleshooting activities and resolutions.
Resolve escalations from the IT Service Desk and handle client support requests, taking ownership of product issues and ensuring closure is achieved.
Plan, create, and deploy security and device management policies.
Set up and configure PCs for employees (new, reassigned, or reimaged).
Log incidents with hardware vendors, request replacement components, and coordinate onsite support for equipment repairs.
Maintain closet inventory and inventory accuracy.
Work with other IT teams to provide resolution for customers as required.
Handle service requests, including picking up surrendered hardware and processing reassigns (PC reimage).
Deliver and/or ship PC and peripheral orders.

Requirements:

1-3 years of experience in troubleshooting and problem resolution for all EUC devices.
Experience in troubleshooting and break/fix of End User Computing hardware and software.
Knowledge of Active Directory.
Experience supporting Windows-based environments to desktop level, with an emphasis on Win 7 OS/Office 2010, as well as Win 10 and O365 support.
Support of mobile devices and video conferencing units.
Experience troubleshooting basic application issues and performing deeper diagnostics under direction from remote teams.
Microsoft Certified System Administrator in XP/Win 7/Win 10 is preferred, but not mandatory.
Excellent customer service and communication skills, including providing VIP support.
Proven ability to work in fast-paced and constantly changing environments, up to the executive management level.

Desired Requirements:

Excellent written and verbal communication and customer service skills, with a proven ability to work in fast-paced environments.
Commercial experience in an IT support technician role, with 2+ years of technical support experience in a hybrid Windows and MAC environment.
Experience working with helpdesk operations, including Windows and Mac clients.
Self-starter able to collaborate actively with others in a cross-functional team.
Proven attention to detail and high standards for quality.

Duties & Responsibilities:

Providing end-user training on new installations and answering "how-to" questions.
Assisting end users via telephone and email with a wide range of questions, problems, and requests.
Monitoring and tracking incidents and trouble calls in the ticketing system, supporting the incident and problem management process, recognizing high-priority tickets, and taking action within the expected response time.
Updating all assigned tickets, capturing troubleshooting activities and resolutions.
Resolving escalations from the IT Service Desk and handling client support requests, taking ownership of product issues, and ensuring closure is achieved.
Planning, creating, and deploying security and device management policies.
Setting up and configuring PCs for employees (new, reassigned, or reimaged).
Logging incidents with hardware vendors, requesting replacement components, and coordinating onsite support for equipment repairs.
Maintaining closet inventory and inventory accuracy.
Working with other IT teams to provide resolution for customers as required.
Handling service requests, including picking up surrendered hardware and processing reassigns (PC reimage).
Delivering and/or shipping PC and peripheral orders.