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Title
Text copied to clipboard!Desktop Support Engineer
Description
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We are looking for a dedicated and knowledgeable Desktop Support Engineer to join our IT team. In this role, you will be responsible for providing technical assistance and support related to computer systems, hardware, and software. You will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. This position requires a deep understanding of computer systems, the ability to troubleshoot issues effectively, and excellent interpersonal skills to assist non-technical users. Our ideal candidate is someone who is passionate about technology, enjoys solving problems, and is committed to providing the highest level of support to ensure the smooth operation of our desktop environment. You will play a key role in managing and resolving issues related to installations, upgrades, configurations, and maintenance of desktop PCs, operating systems, and software applications. Additionally, you will be involved in documenting processes, maintaining hardware and software inventories, and participating in IT projects. This role is crucial for maintaining operational efficiency and ensuring that our employees have reliable access to the technology they need to perform their jobs effectively.
Responsibilities
Text copied to clipboard!- Provide first-level contact and convey resolutions to user issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving processes.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation, and closure.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, and services.
Requirements
Text copied to clipboard!- Proven working experience in providing help desk support.
- Proficiency in Windows/Linux/Mac OS environments.
- Hands-on experience with diagnosing and resolving basic technical issues.
- Excellent problem-solving and communication skills.
- Ability to provide step-by-step technical help, both written and verbal.
- BS degree in Information Technology, Computer Science, or equivalent.
- Working knowledge of help desk software, databases, and remote control.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Customer-oriented and cool-tempered.
Potential interview questions
Text copied to clipboard!- Can you describe your experience with desktop support in a Windows environment?
- How do you prioritize your tasks when handling multiple support tickets?
- Describe a challenging IT issue you resolved and how you approached it.
- What strategies do you use to stay updated with the latest in technology and IT developments?
- How do you handle a situation where you cannot resolve an issue on your own?