Position Responsibilities and Functions • Provide first/second level contact and problem resolution for customer issues. • Work with Third Party Vendors to remediate complex AV issues as needed. • Provide timely communication on issue status and resolution. • Maintain ticket updates for all reported incidents and requests. • Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, • Windows 10 and Microsoft Office 2010, Cisco Jabber, any other authorized desktop application. • Should have basic knowledge of Mac operating system, to support Apple pc users. • Install, upgrade, support and troubleshoot for printers, computer hardware. • Performs general preventative maintenance tasks on computers, laptops, printers. • Performs remedial repairs on Desktops, laptops, printers and any other • authorized peripheral equipment. • Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software. • Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms. • This position requires the ability to work in a project-based environment • Requiring flexibility and teamwork. Performs other duties as assigned.

• The candidate will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT • Support Center. • Desktop Support Engineer provides Break Fix, fault diagnosis systems and platforms, as well be able to provide support and apply desktop fault resolution for the approved application suite.