Onsite Support Engineer

Onsite Support EngineerWe are looking for Onsite Support Engineers who can assist our clients in solving complex technical issues. They will be responsible for computer hardware, software and peripherals. Onsite support is the third point of escalation for the resolution of desktop, laptop or printer related incidents, service requests and connectivity issues.Core CompetenciesCommunication skills - Excellent oral and written communication skillsStrong computer skills and the ability to troubleshoot and diagnose complex problemsExposure to and knowledge of Microsoft Active Directory, Intune and Office 365 concepts and administrationExperience handling L2/L3 troubleshooting for Windows & MAC OSExperience with Citrix and Microsoft Remote Desktop concepts and administrationKnowledge of DHCP, IP routing, VPN, and firewall conceptsExperience in supporting minor hardware repairs (Desktop & Laptop)Experience in phone system administrationExperience in working on tickets in ticketing toolOperational RequirementProvides third level investigation and diagnosisResolves and closes incidents/service requests as per help desk procedures & within SLAEscalates unresolved incidents/service requests within agreed timescalesLogs relevant incident/service request details per help desk proceduresCommunicates with client regarding incident progressEnsures tickets are always updated until issues are resolvedLiaises with clients, other IT support groups and 3rd party providers when necessaryPerforms imaging/reimaging of PCsPerforms IMAC (Install, Move, Add and Change)Conducts hardware and software maintenance and supportTroubleshoots and resolves PC incidents and/or VIP requestsCoordinates with vendors for hardware repairAssists with Site IT security issues and virus eliminationAssists Server Team when server maintenance is requiredCreates/maintains documentation on Ticketing toolSpecial events coverageLocal network support and/or assists centralized Network teamTo work on the assigned project for EUC.