29 Jul
Pyramid Global Technologies
Melbourne
About the job TIM Engineer / Desktop Support Engineer
Roles and responsibilities:
Build and configure laptops as per standard specifications;
Troubleshoot application and OS issues faced by employees of the Respondent;
Take actions as advised by the Manager related to IT policies;
Update Antivirus and windows patches;
Communicate with employees regarding the update on Service requests/Allocation of Laptops;
Allocate/deallocate Assets in CMDB;
Ensure All Laptops/desktops are working properly;
Respond to service issues on time;
Respond to user tickets regarding hardware, software installation/manage end-user IT equipment;
Send/ship IT hardware to users;
Set up computers/endpoints and install software for various applications and programs;
Provide Technical support across the company (this may be in person or over the phone/remote) regarding any operating system issues;
Keep track of the number of laptops/desktops in the store;
Provide physical support to the core Technical team in the server room;
Serve as the first point of contact for the customer seeking technical assistance;
Direct unresolved issues to respective teams;
Inventory management of all IT assets.
Candidate Specifications:
Relevant Qualifications preferred
ITIL V3 Foundation, MCSA certified || *Candidate without certifications but able to demonstrate an exceptional level of knowledge and skills with a proven track record may be considered.
Pre-Requisite: Having approximately 3 years of experience working in IT support Operations with a multiplatform environment (windows, cisco)
Experience with contact center support will be preferred.
In-depth knowledge of Windows 10, Office 365, etc.
Knowledge of troubleshooting multiplatform devices like Laptops, Phones, tablets,
soft phones.
Hands and feet Support to the core team in the server room, like providing remote support to the core team.
Coordinate with the service desk, Tech M team, and client technical team for resolution.
Some experience with Asset management.
Standard SOE deployment.
Troubleshooting using remote tools.
Basic knowledge of DNS, DHCP services.
Basic knowledge of Windows server and client.
Has experience working with the following ITIL processes: Incident Management.
Others:
Process-oriented
Highly self-driven and thrive with minimum supervision
Able to operate well in an environment where teamwork is critical.
Good at handling stress and critical/difficult situations.
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