Desktop Support Engineer

Role Overview

We are looking for a capable and motivated Desktop Support Engineer to coordinate support activities ranging from basic troubleshooting to complex systems support. This role involves onsite/on-call assistance to end-users within the organization's desktop computing environment, ensuring timely and accurate service delivery.

Key Responsibilities

• Manage desktop device incidents (hardware and software) through to resolution.

• Manage IMAC and desk-side support services, including hard and soft break-fix services for laptops and desktops.

• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on Desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).

• Support, manage, optimise and maintain the configuration and installation of the Desktop, including, but not limited to, patch updates, and hardware replacements, with spares provided by the vendor.

• Ensure that each Desktop Device is installed with the appropriate Desktop image.

• Provide VIP support for Deskside issues per contract and be the point of contact at the site for all IT-related issues if no other IT support team is available, like for MI calls.

• Antivirus Management on all workstation devices

• Workstation related Software Installation & Configuration and Physical Printer Installation

• Deployment support for the Windows Images and the applications deployed using SCCM, Patch Management and Compliance

• Liaise with 3rd party vendors to coordinate component or unit replacement

• Support the Virtual Desktop Interfaces at the endpoint levels

• New Starter Onboarding and Induction

• Smart Hands support for Network devices (e.g. Network Switches, routers, Tape Library, Servers and UPS).

• Provide technical diagnosis and incident/service request resolution of all endpoint devices set out in the Configuration Item.

• Perform endpoint routine health checks and share the report with Axiom's Client to seek OEM support using the Client's third-party vendor warranty and/or support and maintenance agreements.

• Perform Physical Asset Audit whenever required and responsible for reporting asset reports on site on a monthly basis.

• Proactively do a check on user assets and comms room assets, and ensure the Asset Management tool is up to date.

• Communicate effectively with End Users throughout the service disruption/request and provide regular updates through standard Client Channels.

• Participation in Axiom's clients monthly vulnerability management forum with representation from both EUC, Server and Network teams to ensure alignment and priority of vulnerability remediation activities.

• Field support engineers should be available for on-call support for Critical outages / VIP support, / Smart hand support.

• Smart hand Support is expected as per Service Levels.