Middle Service Desk Engineer

About your key responsibilities and impact:

IT Infrastructure Support:

• Maintain and update printers, Wi-Fi, meeting room technology (Robin\Totem, iPad, PR TV), and SCCM to ensure functionality and reliability;
• Manage print servers and implement self-service solutions for printer access;
• Monitor and manage LAN networks to ensure smooth connectivity and performance.

Meeting Room and Open Space Support:

• Ensure meeting room technology is up-to-date and functional, including TVs, AppleTV, HDMI cables, AirTame, Zoom Room, Jabra, and projectors;
• Manage cable management for TVs, monitors, and projectors to maintain a clean and organized workspace environment.

Information Updates and Asset Management:

• Update and maintain information on printer lists, meeting room descriptions, and network equipment plans for engineers’ reference;
• Manage asset inventory, including IT equipment in stock, in common use, and ordered for service, ensuring accurate descriptions and tracking.

Tidiness and Order:

• Maintain tidiness and organization in server rooms, service desk rooms, and service desk stock areas to facilitate efficient operations and accessibility of equipment.

Organization Delivery:

• Coordinate the delivery of IT equipment to and from users, service centers, and between locations, ensuring timely and accurate distribution and retrieval.

Newcomer Setup and Equipment Preparation:

• Prepare and set up equipment for newcomers, including laptops and peripherals, to facilitate a smooth onboarding process;
• Manage equipment for position changes and replacement laptops, ensuring timely deployment and configuration.

Dismissal Processing:

• Process dismissals by cleaning equipment and wiping laptops, logging activities in task and inventory systems to maintain accurate records and security protocols.

User Communication and Problem Resolution:

• Communicate with users regarding local IT problems and promptly address issues to minimize disruptions and maintain productivity.

Essential professional experience:

OS Support:

• Windows OS: Advanced proficiency in troubleshooting and supporting various versions of Windows operating systems including Windows 10/11, Windows Server, and previous versions;
• MacOS: Advanced knowledge of macOS operating systems. Ability to provide technical support for macOS users, including troubleshooting software compatibility issues and system configurations.

Endpoint Management:

• Active Directory: Expertise in managing and administering Active Directory, including user and group management, organizational unit (OU) structure, and group policy deployment;
• OS Management: Proficient in deploying, configuring, and managing operating systems across endpoints using automated deployment tools such as Microsoft Deployment Toolkit (MDT) or Windows Deployment Services (WDS);
• Knowledge of patch management strategies and software update deployment mechanisms.

Network:

• Understanding of OSI model and TCP/IP protocol suite, including basic troubleshooting skills for network connectivity issues;
• Proficiency in configuring and troubleshooting network services such as DHCP, DNS, SSH, FTP, RDP, and SMTP/POP3/IMAP;
• VPN: Experience in configuring and managing Virtual Private Network (VPN) connections, including VPN client setup and troubleshooting connectivity issues.

IT Security:

• Data Protection: Expertise in implementing data protection measures including data backup and recovery strategies, data loss prevention (DLP) solutions, and encryption technologies;
• Antivirus (CrowdStrike): Advanced knowledge of antivirus solutions such as CrowdStrike, including deployment, configuration, and management of endpoint protection policies;
• Encryption Systems: Proficiency in implementing encryption systems to secure data at rest and in transit, including disk encryption, file-level encryption, and email encryption solutions.

Corporate Tools and Basic Management:

• Corporate Email (GSuite): Advanced proficiency in managing and supporting GSuite applications such as Gmail, Google Drive, and Google Calendar. Experience in configuring email clients and mobile devices to access corporate email accounts;
• Corporate Messenger (Slack): Experience with corporate messaging platforms such as Slack, including user management, channel administration, and integration with other productivity tools;
• Corporate Info Space (Confluence): Experience in utilizing Confluence or similar collaboration platforms for creating and managing internal documentation, knowledge bases, and team spaces;
• Project Management or Ticketing Tools (JIRA): Experience in using project management or ticketing tools such as JIRA for tracking and resolving IT issues, managing service requests, and collaborating with other teams;
• Good knowledge of ITSM and ITIL Framework.

Intermediate+ English level.