Desktop Engineer L1

Iron Systems, Inc


Date: 3 weeks ago
City: Dubai
Contract type: Full time
Job Description

2-5 years of Experience

Scope Of Work

  • Maintain daily IT operations in customer-owned locations to serve users' IT needs.
  • Provide hands & feet support for servers or networking activities as required at the specified location/facilities.
  • Support manufacturing-related IT equipment and applications as per SOP provided.
  • Assist the remote party with resolution by performing physical activity under direction (e.g. Customer Network Team).
  • Assistance with hardware break/fixes and vendor management (coordinating and ensuring service delivery)
  • Installation, Move, Add, and Change (IMAC) of Customer IT Assets
  • VIP support generally involves providing tailored and proactive IT support to the VIP target and ensuring they feel comfortable with the audio-visual equipment and peripherals being used.
  • Support conference rooms, telepresence, network, internet, and voice services and equipment (ex: audio/video, networking, and unified communications)
  • Management of non-PC IT equipment—maintain asset lists for non-PC devices, such as servers, printers, and phones. Respond to customers' requests for updates under the instructions and guidance of customer.
  • Provide assistance in the purchase of non-PC IT equipment, including products and consumables related to IT. Receive goods using customer sourcing systems and following customer business policy & procedures.
  • Support for non-PC IT equipment, such as scanners and printers, includes on-site triage and resolution recommendations. The customer will provide specific training and instruction if needed.
  • Mobile Phone Support—Triage, asset management, configuration, and support as required.
  • Support for special events (Internal and External), recurring meetings, or after hours will be required on a T&M chargeable basis.
  • Be responsible for H&E aspects, collaborate with desktop-related infrastructure projects, OT networks, security, and other systems under the guidance of end customer technical teams.
  • The ability to speak English and the local language (basic).

Key Responsibilities

  • Responds to and diagnoses complex hardware, software, and network incidents under general supervision.
  • Prioritize and resolve customer and other team issues as soon as possible.
  • Ensure that incidents and requests are handled according to customer priority metrics.
  • As needed, escalate tickets.
  • Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values.

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