Desktop Support Engineer

Summary about this job

Detail information about job Desktop Support Engineer. Terms and conditions vacancy

HCL Technologies is a global transformational enterprise with significant presence in Australia and New Zealand. Our offices in Sydney, Melbourne, Brisbane, Auckland and Wellington offers an integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO by leveraging its extensive global offshore infrastructure that impact and redefine the core of our clients' business. For more information, please visit us at www.hcltech.com

Job Role - Desktop Support Engineer

Duration- 6 months

Location - Auckland

Job Summary-

 An opportunity now exists within IT for an experienced professional to lead a team of desktop support representatives and ensure the proper day-to-day operation of technology applications and equipment. The Desktop Support Specialist is responsible for troubleshooting 1st to 3rd level desktop issues for a variety of systems, including, but not limited to: Hardware, Microsoft Office products, network connectivity, VoIP, AV, Internet access, VPN client, file and server access, and printers. Qualified candidates will be able to assist less experienced peers. Typically requires 4 - 5 years of experience.

Job Responsibilities:

• Schedules, assigns, and reviews work of system support staff (SSTs – all levels) within Physician Network, adjusting work assignments and schedules to maintain adequate staffing levels and responds to fluctuating workloads. 
• Evaluates employee performance and assists the manager with performance appraisals
• Perform installations, repairs, upgrades, backups, and other maintenance task
• Ensure that tickets through the ticketing system are handled in an expedient manner and are escalated properly to the correct department within IT
• Responsible for desktop and laptop deployment, inventory, and recovery
• Provide 1st to 3rd level desktop and server / network support over the phone, remotely and on-site
• Project responsibilities - Roll outs, upgrades, deployments, migrations etc.
• Identify, analyses, support and solve technical problems presented to you, ensuring Customer Satisfaction
• Desktop/Laptop on-site and phone support; Printer/Fax support; Backup system support; Updating current infrastructure; Deploying new equipment
• Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
• Maintain overall ownership of user’s issue & service ensuring that they receive resolution within a reasonable time frame.
• Manage service requests, software installations, new computer setups, upgrades, etc.
• Record incident resolutions in the Help Desk tool.
• Support the following technologies: Microsoft Office 2007 and 2010 products – Outlook, Word, Excel, Access, Internet Explorer, Windows XP, Windows 7, desktops, laptops, printers, networked copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.

Requirements:

• Work experience as a Team Lead for Minimum 2 – 3 Years.
• MCSE & CCNA certification preferred.
• 4 - 5 years directly related work experience in a technical support position Windows XP, Microsoft Office 2003 or later (2007 preferred), Internet Explorer and business applications in a business environment.
• Knowledge of multiple desktop programs, configuration and debugging techniques.
• Ability to lift and move equipment weighing 30-40lbs.
• Experience supporting Windows XP, Microsoft Office 2003,20007, 2010 or later, Outlook in and Exchange Environment, Internet Explorer, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
• Experience with TCP/IP and general networking issues.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the infrastructure.

 HCL has been voted an employer of choice in many countries in the world. They are a market leader in developing and supporting pathways for personal growth where you can build on your professional, technical/functional expertise thru ongoing training and self-learning programs.