Desktop Support L2 Engineers - Expat
Innovation Group
勤務地
Abu Dhabi
求人詳細
L1 Service Desk Engineer Job Description The L1 engineer should have a problem-solving attitude along with the ability to give clear technical instructions to users and also be familiar with remote troubleshooting techniques. Responsibilities:Call LoggingReceive incidents, service requests, queries, change requests from DOH End Users and IT Department(Infrastructure/Applications) through one of the agreed modes for communication.Log tickets in Manage Engine ITSM tool on behalf of users calling service desk over phone/email.Log Tickets with the correct category, severity, problem description, user information.First Level SupportProvide Level 1 support for all End User issues pertaining to desktop/laptop issues, desktop/laptop OS and applications, Outlook, enterprise applications, Connectivity, Infrastructure, Cloud, Printing, Telephony, Office Automation Tools , Generic IT Queries.Address user tickets regarding hardware, software, and networking. Acts as the first contact point receiving and handling requests for support.Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution.Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.Creating users, security groups, computer accounts, and GPO policies in AD.Creating email accounts in O365.Assist users in data backup/recoveryManage hardware and software assets.Handling Outlook and Mailbox related issues.Assist users in connecting Video conferencing applications such as MS Teams, Zoom etc.Assist users in installing applications and computer peripherals.Ask targeted questions to diagnose problems.Guide users with simple, step-by-step instructions.Conduct remote troubleshooting.Direct unresolved issues to the next level of L2 & L3 support.Follow up with users to ensure their systems are functional. Incident ManagementReceives and handles requests for service, following agreed procedures.Promptly allocates calls as appropriate.Logs incidents and service requests and maintains relevant records.Identifies and classifies incident types and service interruptions.Records incidents cataloging them by symptom and resolution.Systematically interprets user problems and identifies solutions and possible side effects.Uses experience to address user problems and interrogates database for potential solutions.Escalates complex or unresolved incidents to L2/L3 teams.Records and tracks issues from outset to conclusion.During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.Responds to common requests for service by providing information to enable fulfilment.Promptly allocates unresolved calls as appropriate.Maintains records, informs users about the process and advises relevant persons of actions taken.Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.Support other team members in day to activities; support the IT leadership in developing the process and procedures; training co-workers and support team on the system functionalities and workflows as assigned.Perform other duties and responsibilities for which the individual is qualified, as requested by Team Leader/Service Delivery Manager. Call RoutingRoute the calls to the appropriate support team (BCT L2 Desktop team, DOH Infrastructure team and BCT Application Support team & Accela Support team)Route calls to the vendors in case of issues pertaining to L3 support.Route Service Requests to the appropriate teams (DOH Infra team, BCT Application Support team, Accela Support team)EscalationEscalate issues/tickets which are going beyond the service levels.Escalate issues pertaining to vendors non-performance or delays.Escalate issues pertaining to users non-availability or non-cooperation.Escalate user complaints to the appropriate management staff for further action.Track all the issues and send status updates on the progress.User NotificationNotify the users on the ticket with information on who is working on the ticket and the status of the ticket.Notify the users on any outage in the data centres which may cause unavailability of a service for the end users.Reporting and DocumentationProvide periodic updates on the status of the tickets to the end usersPrepare MIS for the ticketsExtract agreed and ad-hoc reports from the Ivanti Service Desk tool and send it to the concerned groups/upload in the reporting portalMaintain all the documents up-to-date in the reporting portal.Maintain up-to-date information on the user contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix. Qualifications & ExperienceBachelor’s degree in computer science or information technology or B.ScMCSE and ITIL Foundation certification.Minimum 5 years work experience as a L1 support engineer or support technician in an enterprise customer environment (1000+ users)Advanced knowledge of desktops, laptops, printers, memory modules, and peripherals.Strong Knowledge of Windows 10 operating systems or higher, MS Office software applications, and remote connection systems.Knowledge of ITSM tools such as Manage Engine would be an advantage.Excellent trouble shooting skills.Ability to solve complex hardware and software issues.Excellent interpersonal skills.Good written and verbal communication skills.Excellent problem-solving skills and Documentation Skills.Proven customer service skills.Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.Good communication skills (Verbal & Written) and ability to work within a 24x7 support environment.Bilingual is mandatory L2 Desktop Support Engineer Job Description Assist with hardware installations, software upgrades, systems integrations, and IT-related issues. Extensive knowledge of home and office systems, good problem-solving skills, and high-level interpersonal skills.Responsibilities:Incident ManagementProvide end-to-end Support to desktops, laptops, printers, scanners and IP telephony.Supporting users by providing a timely and clear indication of the nature of the problem, the estimated time to completion, and possible interim alternatives.Diagnosing, verifying, recording and reporting equipment and system non-performance or downtime.Coordinate with hardware support teams and ensure replacement/provision of standby for the failed hardware system/component.Ensuring a standard desktop for all users (based on the existing policies of DOH)Administration of Outlook client, Re-installation of Outlook client software & Re-configuration of Outlook client software.Establishing client to Exchange server connectivity.Desktop Technical Support Assistance to users for accessing applications.Educating users on the usage of the Manage Engine ITSM tool for call logging and tracking.Troubleshoot desktop operating system problems.Troubleshoot desktop application problems.Install/configure desktop O/S and Applications.Configure & update Antivirus software.Patch management for desktops – ensure critical patches are updated on schedule.Providing immediate notification to Customer of system outages on critical systems, and providing progress updates in accordance with the Standard Operating Procedures Manual.Print ManagementRestart print queues in case of a ‘hung’ state.Resolve all hardware and paper jam issues with respect to printers.Configure print queues for Servers/Users/Groups.Provide appropriate rights and permissions for accessing printers.Proactively notify admin of DOH on procurement for consumables.Coordinate with L3 printer support engineer and resolve any hardware failures in the printers.Resolve any issues for the print service due to virus in the network. Qualifications & ExperienceBachelor’s degree in computer science or information technology or B.ScMCSE and ITIL Foundation certification is mandatoryMinimum 5 years work experience as a desktop support engineer or support technician in an enterprise customer environment (1000+ users)Advanced knowledge of desktops, laptops, printers, memory modules, and peripherals.Strong Knowledge of Windows 10 operating systems or higher, MS Office software applications, and remote connection systems.Knowledge of ITSM tools such as Manage Engine would be an advantage.Excellent trouble shooting skills.Ability to solve complex hardware and software issues.Excellent interpersonal skills.Good written and verbal communication skills. IT Asset Management Engineer Job Description Responsibilities:Asset & Spare Parts ManagementDeploy the desktops and laptops as per the required schedule.Enable immediate use of the asset.Capture and record the initial configuration of the asset in the service desk module.Asset Maintenance.Define and implement the process for tracking assets, for the complete life cycle of the asset, until it is refreshed.Track the software licenses, so that no misuse of the same occurs.Perform periodic audits to capture any deviations.Data deletion for a clean computer hard drive post disposal/change of user.Update CMDB using Asset management tool.IMAC (Install/Move/And Change) ServicesManage IMAC in coordination with BCT L1 & L2 teams as below:Install – is defined as installation ofNew desktops with standard software and application clients as per list of desktop software and application as per DOH standard image.Track and maintain network devices, printers and other components in the IT Infrastructure list owned or purchased by DOH.Move – is defined asCo-ordinate Un-installation or permanent disconnection of currently installed system or peripherals attached to the unit. If there is a dependency from the vendors or the suppliers of the affected system, then BCT will co-ordinate the same with vendors to execute the move.Reinstallation of the same system, which could beWithin the same premisesAt a different location within DOH locationsIn case of disconnection the system will have to be moved to the store area provided by DOH.ADD – is defined asInstalling and configuration of peripheral devices to a currently installed system (i.e. printers, scanners and external devices)Installing the standard software agreed along with DOH on to the currently installed systems.Change – is defined asHardware - Any modification in the configuration of the existing installed system with respect to hardware upgrades within the system for agreed configuration item.Software – Modification in parameters to the currently installed standard software as defined in operating procedures for agreed configuration item Qualifications & ExperienceBachelor’s degree in computer science or information technology or B.ScMCSE CertificationMinimum 3-5 years work experience as an IT Asset management engineer in an enterprise environment (1000+ users)Advanced knowledge of desktops, laptops, printers, memory modules, and peripherals.Strong Knowledge of Windows 10 operating systems or higher, MS Office software applications.Knowledge of ITSM tools such as Manage Engine would be an advantage.Excellent interpersonal skills.Good written and verbal communication skills.Excellent problem-solving skills and Documentation Skills.Proven customer service skills.Familiarity with Information Technology Infrastructure Library (ITIL) methodologies.Good communication skills (Verbal & Written) and ability to work within a 24x7 support environment
