Desktop Support Engineer (Iloilo)
Summary
Provides day-to-day desktop support for end users, including hardware and software installation, Windows patching, workstation deployment, and asset inventory. Handles Service Now tickets, incident triage and escalation, SLA tracking, and basic documentation in a distributed computer environment.
Provides complex technical support, planning and coordination for End User touch points of the distributed computer environment, including desktop, software and hardware installation, support and distribution, and remote access technologies.
Monitor and respond effectively under incident management tasks:
o Ticket Handling (Service Now)
o Incident analysis and initial troubleshooting
o Incident isolation and proper escalation
o Service request provisioning and proper escalation
o SLA management (response time and resolution time under agreed customer SLA)
Proper asset handling and management
o Asset inventory of desktop/laptop items
o Asset inventory of all consumables and peripheral items
Proper basic business e-mail writing & oral communication in English
Application installation, configuration changes, Windows patch updates, other utilities and common software handling
Basic documentation skills to properly document:
o Internal procedures and SOP
o Incident timeline
o Incident notification (e-mail)
o End of shift reports (handover reporting)
Install, test and configure new workstations, peripheral equipment and/or software
Workstation deployment, movement, modification
Basic activity tracking and reporting (deployments, installations, assessment and checking of systems)
Operating system (OS) installation and/or modification (upgrade/downgrade)
Basic computer hardware knowledge (parts, compatibility & build)
Requirements:
College Level under IT, engineer and computer related programs
Can provide technical support, planning and coordination for end-user touch points of the distributed computer environment;
Knowledge in desktop, software and hardware installation, support and distribution, and remote access technologies.