全职 Desktop Support Engineer 工作, 薪水, Cognizant Federal Territory 公司招聘中 - Ricebowl

Job Responsibilities

1. Technical Support and Troubleshooting

• Perform Level 2 troubleshooting, support, and incident management for user computers, mobile phones (iPhone & iPad), accessories, and related technical infrastructure per the client's SLA.
• Provide technical support for desktop/laptop PCs, mobile phones, printers (SFP/MFP/Label Printer/Barcode Scanners), monitors, server/network equipment, and other hardware in both office and manufacturing environments.
• Reproduce, diagnose, and analyze problems reported by end-users and formulate solutions to resolve the issues.
• Provide training and guidance to users to resolve technical difficulties and share operational tips for optimal computer usage.
• Maintain a comprehensive log of problems and solutions for use by other Desktop Support personnel.
• Support incoming incidents and requests via phone, chat, email, or ticket submissions from end-users.

2. Collaboration and Ticket Management

• Coordinate with Level 1 Helpdesk engineers to ensure ticket resolutions within SLA timelines.
• Provide regular updates to the IT project team and client. Attend and present in meetings as required.
• Create and escalate tickets to relevant local and global teams as needed.

3. Hardware and Asset Management

• Manage IT hardware assets, including installation, relocation, upgrades, disposal, and removal of equipment.
• Update and maintain detailed information for each IT device in the client's hardware management web application.
• Ensure safe storage, accurate labelling, and proper recording of IT equipment and devices.
• Coordinate hardware reception, storage, and delivery processes.

4. AV/Conference Room Support

• Operate and conduct weekly or biweekly testing of AV and integrated conference room systems.
• Perform routine diagnostics and troubleshooting for conference room equipment (projectors, microphones, speakers, amplifiers, cameras, and displays).
• Conduct preventative maintenance to address issues or escalate to appropriate managers, vendors, or manufacturers.
• Troubleshoot AV/UC issues during both emergency and non-critical situations.
• Assist with company meetings and events, ensuring AV systems and conferencing spaces are fully prepared and functional.

5. Networking and System Support

• Perform basic configuration and commissioning of routers and switches.
• Conduct network cable testing, hardware reboots, inventory audits, and rack and stack operations.
• Provide "smart hands" support for the global network team, including configuration of network/analog telephone/video conference/printer devices (pre-configuration, shipping, peripheral setup, and console access).
• Perform physical racking, cabling, and decommissioning tasks if third-party vendors are unavailable.

6. Training and Presentations

• Create and host presentations for user IT training (subject to further discussion post-onboarding).

7. Ad-hoc and Out-of-Hours Support

• Perform ad-hoc technical tasks, including working during holidays and outside regular business hours as required.