Company Overview EIL Global is a leading IT service provider operating across the Asia Pacific and EMEA regions. We specialize in delivering comprehensive IT services that include desktops, servers, networks, and data centre technologies. As part of our commitment to supporting the digital transformation journey of enterprises, we offer both professional and managed services across the IT infrastructure spectrum, leveraging advanced technologies such as AIOPS, AI-based workforce automation, and blockchain solutions. Job Overview This is a mid-level position for a Desktop Support Engineer located in Collie. This role involves working with clients to ensure the smooth functioning of desktop environments within their IT infrastructure. The position demands effective troubleshooting and maintenance of various IT systems. Qualifications and Skills Proficient in troubleshooting Windows operating systems to quickly identify and resolve issues affecting system performance or access. Experience in managing Active Directory for handling user accounts, authentication, and maintaining security protocols. Proficiency in using remote desktop tools to provide support to users and ensure efficient problem resolution without physical presence. Strong capability in network diagnostics to pinpoint connectivity issues and ensure seamless communication within the IT infrastructure. Skilled in hardware repair and maintenance to manage, troubleshoot, and fix hardware-related issues that may arise. Knowledge of ITIL frameworks to incorporate best practices in IT service management and improve the quality-of-service delivery. Experience in reimaging techniques for desktops and laptops to ensure they are ready for deployment with the necessary configurations and software. Capability to install and configure servers and printers, ensuring optimal performance and connectivity within the office environment. Roles and Responsibilities: 1. Support of end user computing infrastructure including but not limited to: a. Desktops, laptop, monitors, printers, Skype/ MS Teams telephony, End user peripherals, any other devices that become available in marketplace to enable similar capabilities 2. Providing touch services to support issues related to Wintel, Networking, Storage, Audio Visual System, Video Conferencing facilities and any other devices that become available in the market to enable similar capabilities 3. Coordinate activities with other suppliers to resolve incidents or service requests 4. Provide support for controlled shutdown and activities that affect computer rooms 5. Provide support to other suppliers that maintain network attached printers and multi-function devices (MFDs) 6. Assist with end user configuration of new MFDs or additional printing peripherals 7. Facilitate access for approved external personnel to site computer rooms that are subject restrict access at company sites 8. Perform on site activities, including scheduled recurring activities requested by the company. These activities include, but are not limited to: a. Performa site computer or server room physical and environmental checks b. Perform rolling desktop asset audit c. Reboot or power cycle of devices d. Provide IT supplier escort or onsite assistance to support teams for incident diagnosis resolution or service request e. Provide desktop related hardware and software break-fix and support f. Diagnosis and correction of malfunctions and failures of equipment installed at the designated service location sites and using designated support methods g. Desktop assistance for supported software and hardware components including operating systems h. 2nd line resolution of generic desktop application incidents including but not limited to Operating system, Microsoft office application, email application and desktop related internet issues i. Hardware support – 1st level problem diagnosis, for desk and laptop hardware and associated peripheral where call cannot be confirmed as hardware failure by Service desk j. Includes swap out of faulty components, using site stock available. Work with hardware maintenance and repair services as required for field based stock and specialize skills requirements k. Limited printer support such as assistance on paper jams, changing of consumables excluding paper l. Diagnose and correct malfunctions and software failures for in scope services m. Onsite assistance for supported software components including operating systems related drivers to support approved peripherals and software applications. n. Develop relationships with site users, periodically meet critical users o. Identify incident or situation requiring escalation, trigger formal escalation in accordance with the employer’s contract and in scope services p. Carry devices to the site to perform required swap outs / device replacements while receiving appropriate guidance from the technical support team q. Carry valid employee ID proof or government issued ID proof while visiting client locations and completing induction for sites as required by customer r. Maintaining vehicle or washing the windscreen in order to ensure that customer site’s safety requirements are met s. contributes to the Company Safety Guarantee including but not limited to conducting regular safety workplace interactions, participating in safety discussions and following all safety directives. t. General housekeeping tasks including but not limited to cleaning floors in the in-scope area, dusting surfaces, or organizing workspace areas. u. Being able to drive a manual transmission vehicle based on having a valid driving license to enable movement inside the client’s sites. v. Upon direction from the customer stakeholders, work over the weekend or on public holidays to remediate high priority incidents or requests.
