Position: Desktop Engineer
We are seeking a skilled and proactive EUC Day 2 Operation Support Engineer to join our IT team. The successful candidate will be responsible for supporting laptop and desktop systems (Windows and MacBook), managing Zoom Meeting Rooms, patching devices, asset management, and utilizing ITIL practices through ServiceNow. Additionally, the candidate will have expertise in laptop troubleshooting, automation, and coding skills in Python, ZSH-C, HTML, Kumbela, Terraform, YAML, PowerShell, Flask framework, and TensorFlow NLP. Excellent communication skills are essential for this role.
Key Responsibilities:
The Desktop Engineer responsibilities include:
1. To provide VIP support with track record of VIP support minimum more than 3 years of support experience
2. As a single point of contact for incident resolution, coordinating with another resolver group to ensure the reported incident are resolved/escalating as required.
3. Performed Desktop Support services to users.
4. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
5. Performs remote troubleshooting and resolution to address various endpoint related issues
6. Perform technical escalation to onsite team if unable to resolve remotely
7. Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
8. Updates Incident records
9. Creates and updates work instructions (where necessary)
10. Document standards and procedures (where necessary)
11. Develop and maintain automation scripts using Python, PowerShell, and other scripting languages.
12. Implement automation solutions to improve operational efficiency.
13. Coding and Development:
14. Utilize skills in Python, ZSH-C, HTML, Terraform, YAML, Flask framework, and TensorFlow NLP for various IT projects.
15. Contribute to the development and maintenance of IT applications and tools.
Technical Skills:
Proficient in Python coding and automation scripting.
Knowledge of ZSH-C code basics and HTML.
Experience with Terraform, YAML, and PowerShell.
Familiarity with Flask framework and TensorFlow NLP.
Strong understanding of ITIL practices and ServiceNow platform.
Soft Skills:
1. Excellent communication skills, both verbal and written.
2. Strong problem-solving and analytical skills.
3. Ability to work independently and as part of a team.
4. High level of attention to detail and organizational skills.
5. Demonstrate knowledge in the support of workstations, and related components.
6. Good verbal and written communication skills
7. Good coordination skills
8. Ability to prioritize effectively and work with a sense of urgency.
9. Effectively communicates with teammates and managers.
Preferred Qualifications & Experience:
Ø Bachelor’s degree in computer science, Information Technology, or a related field.
Ø 3-years’ experience providing desktop support in MAC OS X environment
Ø Certifications in ITIL, ServiceNow, or relevant technical fields.
Ø Experience with other automation tools and frameworks.
Ø Familiarity with additional programming languages and IT support tools.
Ø Proven experience with Windows and MacBook troubleshooting and support.
Ø Hands-on experience with Zoom Meeting Rooms and ITIL ServiceNow.
