GLOBAL PARTNERSHIP MANAGEMENT PRACTICE
JOB DESCRIPTION
Job Description – Drop-In Onsite Support Engineer
Basic Parameters
Purpose of Service The service is for procuring technicians on a Half Day, Full Day, Week, Month or
Annual basis to support the End User Workspace Environment.
Location of Service At Customer location
Target Environment End User Workspace – Hardware and Software Network and Compute
Environment – Hardware & Software
Duration of Service: Annual
Term of the Service As per customer requirement
Job Purpose
The Desktop Support Technician is an on-site representative at customer locations, working closely with the
customer's IT team to provide the required services.
The Desktop Support Technician provides a physical presence service to deliver second line support at customer
locations, performing tasks to agreed service levels while meeting customer satisfaction measures.
The technician is also required to provide Hands and Eyes support for Customer/OEM Subject Matter Experts in
diagnosing and resolving incidents with regards to Network and Compute devices.
Main Duties and Responsibilities
- Install, upgrade, support and troubleshoot Windows, Mac and any other authorised desktop software/applications.
- Install, upgrade, support and troubleshoot End User Workspace Hardware such as Desktops, Laptops, Printers,
Mobile Devices, Video and Conferencing Equipment and any other authorised peripheral equipment and devices.
- Troubleshoot hardware, software, operating system, and connectivity issues.
- Support Windows 10/11, Microsoft 365 applications, and enterprise productivity tools.
Manage incidents and service requests through ServiceNow or equivalent ITSM platforms.
- Perform general preventative maintenance tasks on devices and software.
- Follow and execute instructions provided by Subject Matter Experts.
- Provide onsite Hands and Eyes support towards install, upgrade, support and troubleshooting of devices in Network
and Compute environment.
- Assist users with any logged IT-related incident when called upon.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim
of restoring service to the customer as soon as possible; escalating incidents to other support teams where
necessary.
- Accurately record, update and document requests using the IT service desk system.
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently and in an
appropriate manner.
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and
non-technical colleagues at all levels in the organization.
- Be a highly motivated team player with the skills and ability to manage changing priorities.
- Create, maintain and publish relevant support documentation in order to assist all end users with the quick
resolution of their incidents and service requests, enabling users to become more self-sufficient.
- Attend training as necessary to keep up to date with the latest technology and internal system processes.
- Attend training courses as identified and agreed for appropriate development.
- Contribute towards reporting as per customer requirement.
- Any other tasks as assigned and within the skillset of the person.
Technical Skills
- Good general understanding of IT principles such as Networks, Hardware and Domains.
- Working knowledge of leading software packages such as MS Office and MS Outlook.
- Good working knowledge of Operating Systems such as Windows and Mac related software and applications.
- Support Active Directory, Azure AD, Exchange Online, and Microsoft Entra ID.
Perform asset management, inventory control, and lifecycle management.
- Good experience in End User device hardware and software troubleshooting.
- Good experience of supporting devices such as Printers and Meeting Room equipment.
- Knowledge of mobile devices, including iOS and Android platforms.
- Experience with building, configuring, replacing and troubleshooting End User Computing (EUC) hardware
components.
- Awareness of Data Backup principles.
- Familiarity with virtual, MDM and VPN environments.
- Basic knowledge and familiarity with devices in Network and Compute environment.
Soft Skills & Appearance
- Exceptional customer-facing skills.
- Able to communicate clearly and effectively with customer teams.
- Logical and analytical approach to work.
- Accurate record keeping.
- Able to work unsupervised.
- Good timekeeper.
- Intense focus on quality work.
- Productive and efficient.
- Able to operate within customer standard operating procedures.
- Able to maintain professional demeanour under stress.
- To be at all times appropriately dressed for the customer environment.
- Good standards of grooming and personal hygiene.
Experience, Education & Certifications
Experience 2 – 4 years' experience working in a similar environment as described above.
Education & Qualification Education to the mandatory level in the relevant country.
Training & Certifications CompTIA A+, MCP/MCSE are desirable certifications. OEM Certification
desirable. Knowledge of ITIL and experience of working within an ITIL
environment would be beneficial.
Language Skills : French + English + Spanish
requirement. Internal – English speaking to a good standard.
EIL Global – Global Partnership Management Practice | Desktop Support Technician | Version: 1.0
