Desktop Support Engineer

Key Responsibilities
• Independently resolve on-site incidents and service requests
• Provide VIP user support with professionalism and urgency
• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and
device swaps
• Support Boutique IT environments and applications
• Hands-on support for POS systems, barcode scanners and payment peripherals
• Perform meeting room & AV support (Teams, Zoom, other vendor equipments)
• Act as hands-and-eyes support for server / network teams
• Manage printer and MFP support, including remote support team and vendor
coordination
• Support PC refresh activities:
o Device stagging, testing and replacement
o Planning and end user communication
o Data migration support (where applicable)
o Decommissioning and return of old devices
• Ensure accurate CMDB and asset updates during moves, changes and refresh
• Educate users on self-help options and remote support tools.
• Highlight automation opportunities to achieve optimization and efficiency goals.
• Collaborate with relevant teams to automate recurring onsite support activities,
including device management, printing, meeting room coordination, and server
support.
• Record tickets for every activity performed during routine on-site support operations.
• Ensure compliance with service level agreements (SLAs) and key performance
indicator (KPI) objectives.
• Promote remote resolution to reduce unnecessary dispatch visits
• Support local IT project activities and initiatives
• Handle escalations
• Local stock management
• End user trainings and new user induction trainings

Required Skills
• Strong troubleshooting and client-side incident resolution skills
• Experience supporting VIP users
• Good understanding of Windows, macOS, Office 365, ITSM and other workplace
applications and tools
• Knowledge of HAM processes
• Ability to prioritise tasks and manage multiple activities
• Strong customer-facing and communication skills
• LAN/WAN and server room equipments fundamentals knowledge
• Fluent in English and local language
• ITIL process knowledge preferred

• Strong troubleshooting and client-side incident resolution skills
• Experience supporting VIP users
• Good understanding of Windows, macOS, Office 365, ITSM and other workplace applications and tools
• Knowledge of HAM processes
• Ability to prioritize tasks and manage multiple activities
• Strong customer-facing and communication skills
• LAN/WAN and server room equipments fundamentals knowledge
• Fluent in English and local language
• ITIL process knowledge preferred 

• Independently resolve on-site incidents and service requests
• Provide VIP user support with professionalism and urgency
• Deliver end-to-end Digital Bar / Walk-in centre support, including quick-fix and device swaps
• Support Boutique IT environments and applications
• Hands-on support for POS systems, barcode scanners and payment peripherals
• Perform meeting room & AV support (Teams, Zoom, other vendor equipments)
• Act as hands-and-eyes support for server / network teams
• Manage printer and MFP support, including remote support team and vendor coordination
• Support PC refresh activities:
• Device stagging, testing and replacement
• Planning and end user communication
• Data migration support (where applicable)
• Decommissioning and return of old devices
• Ensure accurate CMDB and asset updates during moves, changes and refresh
• Educate users on self-help options and remote support tools.
• Highlight automation opportunities to achieve optimization and efficiency goals.
• Collaborate with relevant teams to automate recurring onsite support activities, including device management, printing, meeting room coordination, and server support.
• Record tickets for every activity performed during routine on-site support operations.
• Ensure compliance with service level agreements (SLAs) and key performance indicator (KPI) objectives.
• Promote remote resolution to reduce unnecessary dispatch visits
• Support local IT project activities and initiatives
• Handle escalations
• Local stock management
• End user trainings and new user induction trainings