IT Helpdesk Engineer

Location Hanoi
Industry Professional Services/Consulting, Technology
Job reference 11388
Salary 0-20.000.000
Job type Permanent
Consultant email anh.nguyenthivan@manpower.com.vn
Date posted Aug 25, 2021

Required Technical Skill Set: Install, Configure, Maintain and troubleshoot end user desktops, Laptops, Peripherals, Printers...etc.

DESIRED COMPETENCIES (TECHNICAL/BEHAVIORAL COMPETENCY)

Must-Have    

  • Strong English & local language proficiency and inter personal skills.
  • Provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc
  • Experience in Windows & non-Windows Operating environment
  • Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
  • Provide and maintain warranty/maintenance documentation for Assets, to be included in Operations Manual.
  • Recommend and apply solutions, including on-site repair for remote users.
  • Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software.
  • Provide support to end users relating to hardware and software, computer applications, LAN components and peripherals.
  • Determine and execute system reconfiguration needs.
  • Establish end user service level agreements.
  • Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users.
  • Supervise complaint ticketing system and follow timely resolution of all work orders.
  • Able to configure and use Microsoft Enterprise applications (including SCCM and Active Directory).
  • Creation/restoration of images and up gradation of patches using SCCM.
  • Ability to participate in the design, architect and engineering of software deployments/installation process.
  • Demonstrated ability to provide user support by means of remote access tools.
  • Ability to communicate effectively with both Business/Management and Vendor resources & acquire knowledge from them.

Good-to-Have

  • Knowledge on Asset management.
  • Preferred Certifications:  MCSA (Win 7 Enterprise Desktop Support) & ITIL Foundation / Intermediate.
  • Good to have service transition experience.

 

Role descriptions / Expectations from the Role

  • Deskside Support will provide incident and request management support to all end user devices. E.g. Desktop, Laptop, Tablet, Thin-client, Mac, Monitor, Mobile device, VPN Token, Printers, Scanner, Thumb drive, encrypted portable HDD etc.
  • Incident handling: including troubleshooting, break fix; follows incident management process.
  • Service Requests: Installation, Movement, Addition or Change (IMAC) of new or existing end user device hardware/software component.
  • Software application support for applications both commercial off the shelf and customer developed.
  • Queue management for incident resolution and request fulfillment.
  • Desk side support provides support in both local language and English.
  • Perform ICMS and PC sign off on every PC deployment and collection
  • Flexible resources to cater for demand of standby or end user device related projects, without compromising daily BAU services.
  • Conduct end user device and related testing
  • Perform site inspection
  • Perform end user device inspection
  • Provide status update to the ticketing tools in a timely manner.
  • Assist in end user support or consultations.
  • Address day-to-day desktop support process issues.
  • Analyze completed end user device requests and incidents to identify and recommend process improvements and identify any process compliance issues.
  • Receive, diagnose, assess and resolve Deskside Incidents that pertain to the following:
  • Software issues with applications.
  • Perform troubleshooting and diagnose issue
  • Complete re-image is performed if required.
  • If problem cannot be resolved by re-installing the application the Deskside Incident is routed back to Application resolver group responsible for the application.
  • In a timely manner, escalate to their manager & Deskside Support Lead when a recurring issue is beyond their control.
  • Arranging on-site access & support, when required
  • IMAC’s - Prepare new and existing equipment for deployment
  • Move existing equipment (PC, notebook, Thin Client, network printer etc.…) and update configurations, as necessary.
  • Change an existing hardware/software component and verify functionality upon completion
  • IMAC Update in CMDB
  • Install and configure hardware/software as requested in the IMAC record and verify functionality upon completion (software which could not be installed by SCCM)
  • Provide a minimum of 15 minutes of familiarization Training to end-user upon completion of a new PC install, if end user is available upon completion of install.