The Band 1 Engineer 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 engineer 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. The engineer provides Break Fixes, fault diagnosis, and resolution. Providing fault analysis to customers various core operating systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.
Reading error codes flashed up on the device
Swapping out hardware
Tracing faults using diagnostic devices and software
Upgrading components
Assisting the support staff of other service providers
May require some staggered shifts
Other duties may be assigned
Common inventory management techniques knowledge
Daily, Weekly, and Monthly Reporting on IT Stock.
Requirements
The candidate must have at least 2 years of relevant experience
Working technical knowledge of Windows operating systems to allow for resolution of issues, or full rebuild of the PC using client-specific documentation provided by the client.
Familiarity with OSX, iOS, and Android operating systems in order to provide best-effort support to End users using related devices.
Working technical knowledge of Microsoft Office Products, antivirus products, desktop services to allow for resolution of software application issues.
Ability to utilize provided knowledge article to resolve issues with client specific applications.
Customer-facing soft skills including strong verbal and written communications
Ability to apply intermediate level of subject matter knowledge to solve a variety of common IT issues.
