Position: Deskside Support Engineer
Company: ITernal Group
Category: Other
Experience required: 1y
English level: upper
Published: 2023-08-01T00:00:00+03:00

The Deskside Support Engineer (DSE) ensures that client employees remain productive by providing on-site support for hardware, software, applications, installations and mobile devices while ensuring a positive employee experience. They will act as the “face of IT” for the client and offer a personalized experience to the client end-user. They can build upon a positive culture at the client location and are well versed and educated advocates of improving the end-user’s IT support experience. To build a quality end-user experience, the DSE partners with client management and their vendors daily.

**Primary responsibilities:**
• End-user facing expertise in providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps
• Advanced knowledge and training in configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications
• Responds to end-user product related questions for all supported hardware, software and applications
• Understands and maintains/outperforms service levels established
• Analyzes problems to identify problem area(s) and provide corrective action, recommending solutions to client application and account related issues
• Understands working on ServiceNow ticketing tool.

**Additional Knowledge & Skills:**
• Maintain all necessary certifications to perform required responsibilities in support of specific computer networks, hardware, software and applications being supported
• A+ and Network+ Preferred at minimum
• Basic knowledge of networking, Airwatch, SCCM and Cisco routers and switches
• The ability to multi-task and handle ever changing priorities
• Willingness to learn new skills and work outside of your comfort zone with the end-user community
• Ability to manage individual tasks that may require cross departmental communication and collaboration

**Minimum Requirements:**
• 1+ years in a customer facing deskside support/end user computing role
• Bachelor's Degree in Management Information Systems or Information Technology or equivalent experience required
• Must have excellent communication skills, positive attitude and be engaging with end-users
• Must be flexible and able to work various shifts to include weekends if needed (not expected)
• Experience with MAC, Microsoft® OS and Microsoft Office® applications
• Experience with problem solving in a support-oriented environment
• Exceptional soft skills and troubleshooting skills
• Team player, good communicator, self-directed work style and ability to multi-task

**We offer:**
• The environment where you can implement your ideas.
• Plans for growth and performance review.
• Flexible schedule and opportunities to work remotely (8 hours workday).
• Paid 18 days of vacation and up to 10 sick leaves annually.
• Medical insurance after the trial period.
• English courses.
• Participation in educational activities and thematic conferences.
• Attending professional conferences, summits, workshops, and seminars (70% of the cost offset by the company).
• Team parties and corporate events.