Desktop Support Engineer  

1. Provide desktop support and resolve problems related to desktop and escalate to Level 2 System Support when needed.

2. If issues are related to applications he shall be responsible in escalating them to appropriate group handling applications and issues related to network shall be escalated to Network support

3. Modify configurations, utilities, software default settings, etc. for the local workstation

4. Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment and shall inform the appropriate group for any hardware needed

5. Install, test and configure new workstations, peripheral equipment and software

6. Maintain inventory of all Equipment, software and software licenses

7. Manage PC setup and deployment for new employees using standard hardware, images and software

8. Follow CLIENT’s Incident, Service Request and Change Management process and policies.

9. Setup and Maintenance of desktops, laptops, phones, printers, peripherals and mobile devices including windows and apple platforms.

10. Maintain Hardware inventory at assigned locations

Exclusions

Onsite Support Engineer does not support the following services as part of this proposal

· Managing the client operation is not included. The Client shall still be responsible in managing the Client operation

· Structured cabling in not included

· Bulk Service Request or Bulk Moves, Adds and Changes that may require additional manpower aside from the Onsite Support Engineer is not included. Such requirement shall be evaluated and a proposal shall be provided to the Client. If both parties agree on the proposal, then such request shall be implemented

· Transfer of Equipment, Installation and commissioning of new equipment is not included

· Provisioning, Installation and commissioning of monitoring tools is not included

· Annual Preventive Maintenance is not included

· Conducts Continuous Service Improvement (CSI) and Demand Management is not included

· Onsite support at the client’s remote sites is not included. If there is a need for remote sites onsite support this needs to be coordinated with Trends Account Manager for proper handling

· It is assumed that Client has its own ticketing system to log incident and problem reported

· It is assumed that the Client has the helpdesk to receive, log and dispatch incident calls

· Installation of service unit for the remote sites is not included

· Supply of service unit is not included as well as the processing of RMA replacement

· Creation of operational policies is not included. It is assumed to be already in place and is already being practiced by the client.

i. Event management

ii. Change management

iii. Incident management

iv. Problem management

Job Type: Full-time

A. Minimum Education

• Must be a graduate of Computer Studies/Computer Engineering/Information Technology/Electronics Engineering or equivalent

B. Minimum Experience/Training

Experience

• Have at least 1 years working experience in a Network Support Engineer environment

Trainings & Certifications Requirement

• ITIL Foundation
• Cisco Certified Network Associate (CCNA)
• Routing and Switching
• Wireless
• Training & Certification Development
• Technical Training
• Windows Admin
• Linux Admin
• Cisco Certified Design Associate (CCDA)
• Cisco Certified Network Professional (CCNP)
• Routing and Switching
• Wireless
• Cisco Firewall
• Fortinet Firewall
• Management Training
• 6 Cs of Customer Service

C. Competency

Technical Skills

(N) IP Networking

(N) Monitoring Systems

(N) Network Troubleshooting

(N) System Troubleshooting

(F) Application/Web Programming

(N) ITIL

(N) Cybersecurity Fundamentals

(N) Firewall intrusion detection, prevention and protocols

(N) Identity and access manager principles

(N) Secure Network Architecture

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

Communications Skills

(I) Speaks clearly and can be easily understood.

(I) Expresses & speaks ideas in a logical and organized sequence.

(A) Writes clearly, concisely and effectively.

(A) Expresses ideas in a logical and organized sequence in written form.

(F) - Familiar / 0-12 months

(N) - Novice / 1-2 years

(I) - Intermediate / 3-4 years

(A) - Advanced / > 5 years

• Have at least 2-years’ experience in coordinating with partners and clients

Abilities

• Must work well under pressure
• Must have good interpersonal skills
• Must be proactive when identifying potential issues
• Must show strong & effective coaching capabilities
• Must show strong customer management skills
• Must prepare well-organized and comprehensive reports tailored to its audience
• Able to effectively assess tasks & risks to prioritize work
• Able to approach a complex task by breaking it down into its component parts and considering each part in detail