TQUSI0196_4879 - Desktop Support Engineer level III

Desktop Support / L2 Engineer.

The responsibilities

• Provide day-to-day operational support for the end-user-computing estate.
• To provide desktop and end-user support
• Take ownership, and be a central point of contact, for any desktop support issues reported by users, ensuring professional and regular communication is provided.
• Diagnose and resolve system issues across a range of both internally developed and vendor supplied applications in support of the Insurance business.
• Follow-up on fixes for escalated issues.
• Define and implement team processes to handle all support activities including the provision of up-to-date documentation.
• Collaborate with other teams to plan, test, and deliver enhanced end user experience.

Essential experience

• 5+ years of work experience with Computer Hardware Troubleshooting.
• Relevant experience delivering desktop and end-user support within insurance environment.
• Consistently always model the highest level of excellent customer service and professionalism.
• Excellent communication and interpersonal skills.
• Establish and maintain a positive professional relationship with end users and.
• Demonstrable knowledge of networking, and applications from a desktop support perspective.
• Ability to build and maintain effective relationships with customers at all levels and explain technical solutions to non-technical audiences, inclusive of understanding/empathizing with customers while remaining committed to providing quality service with positive end user experience.
• Experience diagnosing and remediating system issues in a Windows 11 environment.
• Experience with device provisioning using Autopilot process.
• Knowledge of Intune within a managed services model.
• Experience of working with and troubleshooting issues related to any of the following: Active Directory, Group Policy Management, Security/Anti-Virus, Networking, Microsoft Office O365, Citrix, VPN, Mobile Device Management.
• Experience/working knowledge of ITSM tools (ServiceNow)
• Meeting room and Printer support.

Desirable experience

• Experience diagnosing and remediating system issues in a Windows 11 environment.
• Basic troubleshooting skill of Virtual Desktop, SysTrack, and Microsoft Endpoint Manager).
• Relevant Microsoft 365 certification(s).

Role Responsibilities:

• Provide L2 Desktop Support in within a global service desk fast-paced pressured environment.
• Provide onsite white glove support for VIP end users, visitors with prompt incidents, and service requests.
• Configure, troubleshoot, and resolve all end user Laptop issues including hardware, software, mobile devices, printer/scanners/copiers, audio visual equipment, hardware peripherals.
• Deployment, installation/ troubleshoot application issues.
• Managing incidents and service requests through service now.
• Solve issues with Citrix Workspaces, VDI, and Office 365
• Responsible for computer hardware builds with Autopilot process.
• Maintaining hardware asset inventory
• Provide meeting room support, with Teams, Webex, and Zoom Conferencing platforms.
• Maintain documentation and enforce secure system policies.
• Imaging of Laptops with Autopilot build process.
• Printer checks and support.

Key skills:

• Ambitious and readiness to learn.
• Ability to work on their own and solve problems by themselves.
• Work well under minimal supervision
• Can work in high pressure environments to find solutions.
• Degree in Computer Engineering, Computer Science or related field/technical experience.
• Basic knowledge in automating for Windows platforms.
• Experienced in supporting mobile devices on MDM platforms: iPhones/iPads/Androids.
• Knowledge of networking (TCP/IP)
• Experienced with supporting users remotely by troubleshooting VPN connections.
• Microsoft Multi-factor Authentication