Desktop Engineer

The primary objective is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA). Ensuring adherence to all processes within the client environment and the maintenance of a high degree of client satisfaction across all assignments. Be responsible for acting as a bridge between the client and our operations delivery team REQUIRED LEARNING Grade 12 Minimum 5 years Field Tech experience Own vehicle Valid SA driver's license Advanced knowledge of desktop/laptop/thin client hardware and software Computer literate O365/Microsoft Outlook/Word/Excel Essential A / N MCSE would be advantageous Understanding of Microsoft Active Directory, Exchange and Terminal Services Basic LAN/ WiFi troubleshooting and support KEY JOB OUTPUTS Manage the business relationship with the client to ensure mutual trust & open communication Takes service calls and performs incident specific activities as directed by the ServiceDesk Performs preventative maintenance activities on certain products as directed Perform desktop/laptop/thin client hardware and software installations Take routine service calls and perform basic maintenance and support. Responsible for troubleshooting, installing, maintaining and hardware break-fix Provides technical support to customer in solving technical problems that occur during the installation Uses technical knowledge along with standard tools to diagnose, troubleshoot and resolve incidents Provide shift end report either verbally or written to leadership team, include any outstanding issues, escalations, or concerns to ensure all parties are aware Maintain SLA requirements (both internal and external) Ensure accurate updates and completion of tickets on the ServiceDesk