Desktop Support Engineer

A job vacancy has arisen within Letshego Holdings Limited (IT and Operations), the details of the role are outlined below:

Purpose of the Job:

The Desktop Support Engineer's role is to provide a single point of contact for end users to receive support and maintenance within the organization's end-client (Desktop and Laptops) computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to Desktops, Laptops, printers, scanners etc.) to ensure optimal end user computing performance. The engineer will also troubleshoot problem areas

Key accountabilities

• Install, upgrade, support and troubleshoot Enterprise Applications hosted on end user computers
• Ensure desktop computers interconnect seamlessly with diverse systems including file servers, email servers, application servers, and administrative systems
• Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize end user problems
• Develop trends by monitoring and analyzing incoming calls, problems and support requests Desktop Support
• Install, upgrade, support and troubleshoot end client Operating Systems, Microsoft Office and any other authorized desktop applications.
• Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
• Customize desktop hardware to meet user specifications and site standards
• Returns defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels
• Escalates unresolved issues to the next level of support personnel
• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineer
•  Provides user data and application recovery
• Email account administration, i.e., account creation and management and distribution lists on Mail Servers
• User account administration, i.e., account creation and management and password resets on Active Directory
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Use tools and methodologies to load, copy and customize operating system configurations for deployment
• Responsible for tracking hardware and software inventory
• Familiarize end users on basic software, hardware and peripheral device operation
• Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
• Operates within, enforces, and suggests modifications and additions to desktop standards and guidelines
• Maintains records and tracking for area of responsibility