Desk side Level 2 Role (Desktop Technician) technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Main Responsibilities include: Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, PDAs, BlackBerrys, and LAN cable drops Hands on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets To provide infrastructure administration functions Providing on-site cover as part of a shift arrangement Being prepared to work out of hours when required and to provide out of hours on-call support cover as required Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities Taking ownership of issues through to resolution on all appropriate requests. Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information. Move equipment associated with escalated help desk incidents and service requests Performing asset inventory activities as needed. Trains and orients staff on use of hardware and software. Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity. Works with procurement staff to purchase hardware and software. This position requires the ability to work in a project-based environment requiring flexibility and teamwork. Performs other duties as assigned. Help create technical documentation and manuals Requirements Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role Hands-on experience with Windows/Linux/Mac OS environments Working knowledge of office automation products and computer peripherals, like printers and scanners Knowledge of network security practices and anti-virus programs Ability to perform remote troubleshooting and provide clear instructions Technical Skills: Excellent skills in user IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone etc. Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Office Administration experience of MS Active Directory users & groups, policies and management concepts Address user tickets regarding hardware, software and networking Walk customers through installing applications and computer peripherals Ask targeted questions to diagnose problems Guide users with simple, step-by-step instructions Conduct remote troubleshooting Effective communication by Engineer in English and local languages is mandatory Business Skills: Management of the team of L1 resources Ability to interact with customers so as to ensure that the service is polite, efficient and responsive A self-starter with ability to work on their own initiative To work through issues analytically to a successful conclusion An individual with a minimum of 3 year s supervisory experience Desired Experience: At least 5-6 years of experience in the field or in a related area required Prior experience on Desktops, Workstations, Notebooks and Printers Collaboration experience including remote control of PCs and video conferencing knowledge Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects