IT Desktop Technician

The Band 2 – Desktop Technician will provide day to day local\remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system. The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center. Desktop Support Engineer provides Break Fix, fault diagnosis and resolution. Providing fault analysis to customer’s various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite. Ideal candidate should have 2-3 years’ experience in Windows Desktop support.

a) Provide first/second level contact and problem resolution for customer issues.
b) Work with Third Party Vendors to remediate complex AV issues as needed.
c) Provide timely communication on issue status and resolution.
d) Maintain ticket updates for all reported incidents.
e) Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.
f) Should have basic knowledge of Mac operating system, to support Apple pc users.
g) Install, upgrade, support and troubleshoot for printers, computer hardware.
h) Performs general preventative maintenance tasks on computers, laptops, printers.
i) Performs remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.
j) Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.
k) Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.
l) This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned.

LANGUAGE – LOCAL+English

Essential Skills (behavioral/technical/ language skills)
Behavioral – Outstanding Client Service Skills
Technical – at least 1.5 years of experience in Desktop Support; Diploma in IT or A+/N+ certification
Prerequisites for the employee:
Note: This section will involve the instruments/ tools required by the employee/s at the time of joining. Does the engineer need to have his own laptop/ dongle/ any other.
1.Better if engineer own console cable and Laptop

We are a global IT services company and excel in cross-border IT services, such as 24 x 7 IT support, IMAC (install, moves, additions, changes) with particular expertise in Telepresence deployments, international network router / switch configuration, installation and troubleshooting, and also specialists in End User Support services. Many of our clients are Technology Manufacturers, IT Service Providers or Systems Integrators who wish to extend the global delivery & support capability. Here, Excis is their complementary or supplementary technical resource to help deliver those international IT projects’.

In essence, our business is to serve your business, and as your IT Services Partner we offer the following value :-
• Centralised billing (regardless how many countries are in a single project)
• An established & proven international delivery model
• A flexible, low risk and highly competitive cost model
• A ‘do whatever it takes’ attitude, to ensure customer satisfaction
• A true partner culture and ethos