We have a fantastic opportunity for a Desktop Support Engineer to join a well-established organisation in Dublin.
Desktop Support Engineers shall manage, administer, operate, install and maintain the following authorized user equipment and software environments conforming to ITIL standards:
1. Personal Computers
a. Printers (includes initial basic triage and coordination with print managed services provider)
b. Scanners (includes initial basic triage and coordination with OEM for repairs)
c. Desk phones and Headsets (Provisioning, de-provisioning and inventory management)
d. Mobile Devices
Audio Visual Devices and Projectors (includes initial triage and coordination with OEM for repairs)
Service Provider shall perform the following in-scope tasks:
o Coordinate with the Service Desk and other necessary entities, including third parties and client support organizations, to provide the technical support services
o Troubleshoot, diagnose, and resolve Incidents for devices and software (OS), including removing and repairing physically broken or inoperable devices
o Conduct tests of repaired device to ensure such device operates appropriately and contains the
End User images
o Provide instructions and usage assistance to End Users with respect to devices and software (e.g., installation instructions, provide “how-to” assistance).
o Assist End Users in the execution of data backups or in restoring lost or damaged files from file backups of local drives
o Replace devices through warranty services that cannot be repaired onsite, as appropriate
o Provide immediate replacement devices (e.g., hot swaps) for devices that cannot be repaired onsite
o Restore work area to pre-repair condition upon completion of any End User support activity
o Obtain End User acknowledgement for completion of Service Requests
o Provide ‘Smart Hands & Feet’ for audio and visual conference room support (e.g., setups, breakfix,
technical support) per Service Requests at designated client locations and during designated service hours
o Manage/coordinate act third party audio and visual equipment installation projects (at FTE sites and act as escort at dispatch sites if required.
o While onsite on a dispatch request, provide Level 2 Support to assist End Users with third party coordination and set up of End User devices including coordination with third party mobile data and voice carriers)
o Configure all BIOS and hardware settings if required
o Configure Operating System settings and system drivers if required
o Configure all Applications included within the Core Image and any base Layered Applications approved by Client;
o Ensure that encryption, authentication, VPN and other access management Software is configured in accordance with Client’s policies and procedures; and ensure that network connectivity settings are properly Configured.
o Implement and deploy End User device software patches in alignment with client’s corporate compliance policies
o Implement and deploy End User device hardware upgrades and software patches in alignment with client’s corporate compliance policies
o Decommission End User Equipment from the client asset systems upon the decommissioning/removal from the client environment
o Ticket Content: Make sure the ticket contains enough detail. If it is neither within scope or the ticket is not detailed enough, then you need to contact requester. Also, escalate to team leader or manager if advice is needed.
o Escorting break-fix partner/Vendor up to device location if required
o Campus desk side support team will provide enhanced support services to authorized VIPs that include a walk up service, where identified.
This will be a 3-6 month contract
So if you are a desktop support engineer looking for your next exciting contract please apply today!