Deskside engineer

Deskside Support Services (DSS) Part A – General Responsibilities The Deskside Support Services (DSS) resource will provide onsite hardware, software and end-user IT support Key Responsibilities Hardware and software support Provide hardware and software support Troubleshoot desktops, laptops, operating systems, applications and other IT-related issues.

Set up new client devices and perform standard laptop and desktop re-imaging. End-user support and ticket management Handle requests assigned by the Helpdesk, user walk-ups/calls and the Service Manager. Coordinate with the Service Desk to resolve user issues, missing tickets, missing shipments and complex cases.

Escalate P1/P2 incidents and long-pending issues. Track and follow up on all open tickets. Follow client's support model and ticket assignment process. Network and infrastructure support Provide local hands-and-feet support for network and server infrastructure.

Assist with troubleshooting DHCP, DNS, Active Directory, wireless networks and hotspots. Support approved printers, mobile devices, non-CLM clients and snooping-related troubleshooting, where applicable. Work with offshore support teams to resolve technical issues.

Software and application support Troubleshoot issues that cannot be resolved by the Service Desk, including viruses, operating systems, Microsoft Office, Google Workspace, email, documents, calendars and synchronisation.

Vendor and break-fix coordination Coordinate with vendors for onsite hardware repairs and break-fix support Coordinate local support activities with relevant technical teams. Site coordination and user support Act as the local site lead for coordination, command-centre activities and end-user training.

Provide executive support for visiting executives. Manage disposal and e-waste processes for old PCs. Prepare and maintain end-user documentation for projects and tasks. Candidate Requirements The ideal candidate should have: Strong desktop, laptop, hardware and software tro