Role Purpose
The IT Support Engineer is responsible for providing comprehensive end-to-end Desktop Support Managed Services. This role encompasses not only the delivery of support services but also the organization and management of the environment necessary for these services. Key responsibilities include inventory management, setup, procurement, and ensuring a seamless and efficient support experience for end-users.
Key Accountabilities
| End User Technical Support | Offer onsite technical support for end-user services, including identification, diagnosis, rectification, and escalation of issues. |
| Hardware Setup and Maintenance | Assist with the setup and maintenance of desktops, laptops, notebooks, printers, and scanners. |
| IT Asset Management | Keep an updated inventory of IT assets, including user details and asset status. |
| Software Installation and Troubleshooting | Install, reinstall, troubleshoot, and reconfigure Microsoft Windows and applications on desktop and notebook PCs. |
| Ticket Management | Update Service Now tickets with the latest status and resolution methods, and resolve assigned tickets by engaging directly with users. |
| Walk-In User Support | Provide support for walk-in users facing issues, ensuring their problems are addressed promptly. |
| Network and Connectivity Troubleshooting | Troubleshoot issues related to shared drive access, VPN, Wi-Fi connectivity, authentication, and in-house applications. |
| Application Support | Install and support various applications, providing assistance for queries, escalations, problem determination, and resolution. |
| Complex Issue Resolution | Take on and resolve complex calls or tasks that other engineers could not resolve, ensuring excellent support and timely service. |
| Additional Support Responsibilities | Set up new desktops, laptops, and notebooks with company images, liaise with vendors for hardware replacements, provide monthly reports on ticket status, and support other locations with desktop support. |
Qualifications
•Degree in Computer Science, Information Technology or related disciplines
•3+ years of experience in IT work for a midsize or large company
•Preferably experience in similar industry (Offshore, Oil & Gas or project base business environment)
Competencies
Technical:
•Experience with Windows Server 2K12/2K16, Linux, Microsoft SCCM, VMware/Nutanix virtualization, AWS or Azure cloud, MS 365, CISCO networking preferred
•Working experience in Active Directory and implementing/troubleshooting Group Policy Objects (GPO), Windows desktop image deployment.
•Technical certification such as MCSE, Cisco, ITIL, Cloud certification (AMS/AZURE), PMP would be advantages.
•Ability to work in a global team environment with strong interpersonal, communication and collaboration skills is a must.
•Ability to work as individual contributor with minimum supervision
•Ability to effectively self-plan, manage, prioritize and execute tasks under low clarity situation.
•Experience in negotiating with vendors, placing orders, managing deliveries, and goods receiving for procurement activities.
•Outside field work and working at heights are required, as the shipyard installations must be executed.
•Due to the global presence of stakeholders, it is necessary to attend meetings at irregular times.
•Skills to implement the PDCA cycle
•Skills to share information with the team and create outputs
•Fluent in spoken and written English
