Desktop Support Engineer Resume Samples

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K Crooks

Kiley

Crooks

82477 Boris Ports

Chicago

+1 (555) 339 3582

82477 Boris Ports

Chicago

Phone

p +1 (555) 339 3582

Experience Experience

Dallas, TX

Desktop Support Engineer

Dallas, TX

Kshlerin LLC

Dallas, TX

Desktop Support Engineer

Create, test and develop current Workstation images. Test, evaluate, and package software and applications for workstation distribution
Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
Populate Knowledge Management system with resolutions and workarounds
Troubleshoot for Windows 2000-8.1 and have good working knowledge of Office products; provide printer/fax support
Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints
Enterprise Mobility Management administration - enrollment and management of mobile devices

Houston, TX

IT Desktop Support Engineer

Houston, TX

Sanford-Walter

Houston, TX

IT Desktop Support Engineer

Develops and manages effective professional working relationships with contractor personnel, co-workers and clients
Oversees and updates assigned support service requests, handling daily technical support activities on desktop support, data network and server management
Works independently in troubleshooting and providing solutions to unresolved hardware and software problems through trouble-ticket system
Sets up desktop computers and peripherals and test network connections
Provides advanced, senior level technical support to internal and external customers; installs, configures,
Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application
Provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment

present

Dallas, TX

Senior Desktop Support Engineer

Dallas, TX

Rowe Inc

present

Dallas, TX

Senior Desktop Support Engineer

present

Working off a Service Management ticket queue, ensuring high urgency tickets are prioritised
Perform other duties as assigned by manager
Working with the rest of the Desktop Support team to ensure security postures are managed and upheld
Work closely with SCCM 2012 (or later) to manage the desktop and laptop fleet for tasks such as
Perform evaluations for team to ensure consistent high quality is provided to customers
Occasionally assist with Training material development or training tasks
Provide an accurate record of each call in incident management tracking tool, review all incidents for your site

Education Education

Bachelor’s Degree in Computer Science

The Ohio State University

Bachelor’s Degree in Computer Science

Skills Skills

Excellent teamwork skills with a strong sense of responsibility, accountability, reliability, and commitment
Strong technical knowledge of Windows Desktops and the ability to resolve problems
Basic Computer Hardware awareness; any related professional courses on same Proficiency would be an added advantage
Excellent interpersonal skills and an ability to establish credibility quickly
Good technical knowledge, skills and hands on experience of Software - Windows 7, Microsoft Office 2010, etc
Good working knowledge of Active Directory
Excellent knowledge of MS Office (particularly MS Excel)
Strong prioritisation skills and able to follow process
A high energy professional capable of influencing within the EUC Tower
Excellent time management skills and ability to work under time pressure

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15 Desktop Support Engineer resume templates

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Desktop Support Engineer Resume Examples & Samples

MCSE
Current MCPs for MS Windows XP
Blackberry support experience
Excellent knowledge of MS Office (particularly MS Excel)
3 Years Fixed Income trade floor support experience
Experience of investment banking, in particular Fixed Income
Exposure to Front Office Electronic Trading systems particularly Bloomberg and Reuters 3000Xtra

Remote Desktop Support Engineer Resume Examples & Samples

Diploma in IT or relevant experience in similar work environment
Proven knowledge of Microsoft Windows XP and Microsoft Windows 7 platforms and Microsoft office 2003/2007/2010 suite
System Administration experience in a distributed environments
Proven understanding and use of remote tools
Excellent inter-personal and communication skills, ability to cope under pressure in a highly visible environment
Flexibility with working times

IT Desktop Support Engineer Resume Examples & Samples

Providing call triage and task dispatch
Supporting 2nd line Service
Managing Problem
Updating Documentation
Approving Process Request
Work experience acting in an IT desktop support role predominantly supporting Microsoft Windows XP/7 and Microsoft Office suite applications
Experience working in a global support environment, raising incidents in an incident management system (Service now or similar)
Experience providing telephone support, in a banking environment would be a plus
Service now experiences an advantage
Ability to observe control environment / risk management guidelines

Desktop Support Engineer Resume Examples & Samples

Provide a quick response to all assigned trouble tickets, while exceeding internal expectations for responsiveness, quality of solution and customer service
Displays a superior customer service orientation in every interaction with end users, strong analytical and problem solving skills resulting in first-time resolution and excellent organizational skills with the ability to manage multiple tasks and priorities during peak volume times
Perform end user technical support for office and remote personnel to ensure prompt restoration of service on a variety of systems and applications
Installation, configuration, maintenance and troubleshooting of existing workstation environments including imaging and complete system setups
Support of employees working in home office environments via Cisco Anyconnect VPN Client
Research problems and questions utilizing available information and resources to diagnose and resolve hardware, software and system issues
Partner with members of the business and support teams to improve technical knowledge information sharing
Serve as an escalation point for Service Desk support functions
Participate in projects and ad hoc duties as required
Responsible for documenting installation and support procedures
Two year Information Technology or related degree required, Bachelor degree preferred
3+ years of level 2 desktop experience
Experience with ticketing systems. (ManageEngine Service Desk preferred)
Strong knowledge of the Microsoft Product Line, including Office and Windows
Strong understanding of Active Directory / Group Policy
Experience with Exchange administration (Office 365) preferred
ITIL Foundations (v2011, v3, or v2) certification preferred
Strong interpersonal skills, as well as excellent written and verbal communication skills

Desktop Support Engineer Melbourne Resume Examples & Samples

Instructs customers on the operation and maintenance of the system
Performs troubleshooting and parts replacement, system upgrades and repairs when required
Provides technical feedback on process issues to improve overall service delivery
Minimum of 3+ years of related experience with High School diploma or equivalency or 1+ years of experience with Bachelor’s Degree
Experience working remotely on Customer sites
Proficient in Windows-based operating environment, specifically in Word, Excel, PowerPoint, Visio, and Outlook
Excellent verbal and written communication skills with emphasis in customer service
Experience handling difficult customers and conflict resolution
A+ desktop or equivalent skill set is required

Desktop Support Engineer Sydney Resume Examples & Samples

Reviews, troubleshoots and approves operational quality desktops, notebooks, and associated peripherals
Performs maintenance and repair services
Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance
Typically requires a minimum of 3+ years of related experience with High School diploma or equivalency or 1+ years of experience with Bachelor’s Degree
Knowledge of Apple and Blackberry devices may be required
Excellent interpersonal skills and ability to lead a collaborative team
MCP, MCSE, CNE or Network+ certification is preferred

Desktop Support Engineer Resume Examples & Samples

Associate degree with a minimum of 2 years work experience in Windows systems (desktop) support role
High school diploma with a minimum of 4 years work experience in Windows systems (desktop) support role
Detailed knowledge of server and workstation image building, application testing, troubleshooting, or deployment, hardware configuration, and Microsoft and IBM product support
Basic understanding of data flow and network interfaces and protocols
Ability to be on call 24 x 7x 365
A+, MCP, MTA, MCSA, or MCSE certification
Microsoft SCCM experience
Ability to understand basic installation, setup and configuration, and troubleshooting with emphasis on data structures and file systems
Associate degree or higher in Computer Science
Banking/financial industry experience

Desktop Support Engineer Resume Examples & Samples

Manage and resolve requests/support tickets
Provide 1st /2nd level Support on IT requests/incidents
User Account provisioning & access management
Communicate to users relating to IT Incidents/Outages and changes
Conduct reviews relating to applications/systems access
CAPEX and OPEX processing
Backup monitoring and systems management/maintenance
Maintain and produce system documentation
Deploy and distribute software/platform enhancements
Support telecom/audio/visual infrastructure and services
Distribute and deploy system enhancements and updates
Coordinate and conduct regular attestation reviews as per global policies and procedures
Administer, manage and resolve requests/incidents relating to Wintel front and backend infrastructure
Adheres to standards, policies and best practice e.g. change management, incident management, cable management, TSS, information security
Strong communication and written skills ( 2 years customer service experience as a minimum)
> 2 years' experience in an investment banking environment
> 2 years' experience in managing and supporting Windows client and server infrastructure
Positive thinker, takes initiatives and has a "can do" attitude
Basic knowledge on Windows/Office Suite 2010+
Experience in communicating with users face to face and over the phone
Ability to prioritize tasks and objectives with minimal supervision
Ability to work in a team and be a team player
Maintains a keen interest in new technology trends and platforms
Punctuality is required
Organised and detailed orientated
Support Sydney IT infrastructure - facilities, storage, server hardware/software, data centre operations, disaster recovery/BCP and service desk

Desktop Support Engineer Resume Examples & Samples

Associate's Degree in Computer System / IT or similar program
Experience supporting Active Directory, Exchange, Office 2010, and Outlook Experience troubleshooting both hardware/software issues
Ability to work in a fast-moving team-oriented environment
Exceptional troubleshooting skills

Remote Desktop Support Engineer Resume Examples & Samples

Acting as a first point of contact for consumers who are experiencing Desktop related issues
Performing troubleshooting steps based on best practices and knowledge base; identify root causes and reoccurring trends
Providing permanent resolution and basis for problem management
Ensuring that Service Level Agreements are maintained at defined level
Prioritizing and managing team queue based on best practices in order to provide highest level service
2 years’ experience acting in an IT desktop support role predominantly supporting Microsoft Windows XP and Microsoft Office suite applications
2 years’ experience working in a global support environment, raising incidents in an incident management system
Experience providing telephone support, preferably in a banking environment
Good interpersonal, and communication skills
Ability to perform in a team environment

Desktop Support Engineer Resume Examples & Samples

To provide 1st level / 2nd level support to end-users in troubleshooting and resolving of desktop PC/Server problems
A desktop support engineer's job is to solve technical problems of a computer user. His/her job is to make the user comfortable
The position’s responsibilities require independent analyses, communication and problem solving. Work is performed with little supervision and requires communication and problem solving. Work is performed with little supervision and requires initiative and judgment

Desktop Support Engineer Resume Examples & Samples

1-3 years of experience in a support role
Windows 7, Office, and Outlook experience
Experience working with BMC Track-It
KACE knowledge
Apple Remote Desktop experience
Experience with IBM/Notes

Desktop Support Engineer Resume Examples & Samples

Troubleshoot PC-related issues by phone, at the desk-side or using remote tools
Support PC and printer hardware and manage inventories
Perform PCs builds, install software packages, etc
3+ years' desktop support experience in an environment of 150+ users
Experience supporting Windows 7 and MS Office 2007/2010
Fluent Japanese (including reading/writing), Business-level English

Desktop Support Engineer Resume Examples & Samples

Responsible for keeping software patched and up-to-date
Support first level support issues (laptops/PCs, mobile devices/smart phones)
Set-up and maintenance of laptop and desktop hardware
Trouble-shoot issues with Microsoft applications (primarily Excel)
Provide support for email applications such as MS Exchange/Outlook and Lotus Notes
Work extensively with traders and more senior members of the support team
Strong knowledge of Windows server environments (relevant certifications are a bonus)
Experience supporting a BYOD (Bring Your OwnDevice) environment is strongly preferred
This is a junior/mid level role, candidates in late 20's to mid 30's are preferred
Experience operating and supporting market data applications (e.g. Bloomberg terminals)

Desktop Support Engineer Resume Examples & Samples

Provide 2nd line desk side support services to NBCUniversal International and CNBC on all supported technologies including Windows or Mac hardware and various mobile technologies
Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies
Good understanding of mobile technologies such as iPhone/IPad, Blackberry, Android & Windows Mobile running various OS levels
Provide support to the Infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults
Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum
Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate
Assist with product evaluation and the introduction of new technologies into operational support
Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy
Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy
Ensure seamless data transferred between devices
Ensuring that any operational risks are reported and remediated in line with the agreed action plans
Manage IT Consumables in accordance with the WTS guidelines
Regular site visits to satellite offices to provide proactive IT support

Desktop Support Engineer Resume Examples & Samples

Provide technical advice on all applications and services that are specified in the Products and Services Catalogue
Ensure that all requests for support are acted upon in a timely and professional manner and escalated as necessary
Provide ad hoc user training on various desktop technologies to improve client effectiveness
Identify risks to the client or business and implement solutions to reduce them
Advise clients proactively on the best use of the existing technology

Desktop Support Engineer Resume Examples & Samples

Experience deploying in-room video conference systems
Experience with JIRA, Active Directory, and Exchange Infrastructure and Management
Networking experience, especially with Cisco IOS
Customer service background

Senior Remote Desktop Support Engineer Resume Examples & Samples

Should be able to discuss and understand technical issues with end users and rectify them promptly
Ability to decide on corrective measures and resolved the incidents within stated SLA
Should demonstrate good interpersonal and customer support skill
Can identify and interpret key policies, standards and procedures affecting own area
Ability to work under pressure in a demanding and highly visible environment without constant guidance
Should be a team player and able to take ownership of escalated matters
Ability to converge with ongoing changes in shortest possible time
Should be discharging responsibilities as per prevailing processes and procedures
Should be able to interpret and apply info. Sec. and regulatory policies related to the area of responsibility
Diploma in IT. Bachelor’s degree or higher in a relevant discipline is preferred
Microsoft MCP certified
ITIL certified and working knowledge
Information security concepts and application
Minimum 6 years of Desktop Support experience out of which 4 years in providing 2nd line remote desktop support in global financial organization
Expertise in advance level troubleshooting of incidents impacting end users
Working knowledge of incident management tools like Service-Now, Remedy etc
Should be able to triage and dispatch incidents as per prevailing ‘Incident Best Practices&#8217
Hands-on experience in resolving Windows 7/XP issues
Good understanding of Virtualisation technology and ability to resolve issues on Virtual workstations
Citrix Technologies awareness and experience in troubleshooting Citrix Client
Fix issues related to Outlook, E-Vault, blackberry, office communicator, bChat etc
User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
Supporting various applications from desktop perspective. Working knowledge of Microsoft Office Suite
Working Knowledge of managing accounts in Active Directory, groups, Group Policy etc
Knowledge of networking essentials like TCP / IP, DHCP, DNS etc
Good understanding of Information Security concepts and various technologies used to implement them in desktop environment
Troubleshooting skill on End Point Security Products like Symantec/Lumension End Point Protection, PGP/PointSec Disk Encryption
Proficient in troubleshooting SCCM Client issues

Senior Desktop Support Engineer Resume Examples & Samples

Responds to escalated help desk issues
Ensures that company assets are maintained responsibly
Resolves and/or escalates issues in a timely fashion
Coach and develop team members by communicating performance expectations, provide on-going feedback, and ensure training resources and plans are in place to address individual and department needs
Perform evaluations for team to ensure consistent high quality is provided to customers
Review, assign and work escalated Helpdesk tickets as necessary
Facilitate team and one on one meetings, participate in supervisor meetings
Foster a positive work environment
Act as a technical resource to others to resolve problems, issues and errors
Occasionally assist with Training material development or training tasks
Continually seeks opportunities to increase internal client satisfaction and deepen client relationships
Provide an accurate record of each call in incident management tracking tool, review all incidents for your site
Bachelor's Degree or High School Diploma/GED with 3+ years of experience in a Call Center and/or in a Technical Lead Support role
Experience with creating tickets in the HP Service Manager or ServiceNow ticketing system and using a Universal Knowledge System
Experience with diagnostic and troubleshooting; including using remote control tools like Bomgar to support remote users
3+ years of previous experience as a Team Lead or in a Lead Role Coaching other Analysts, in a Technical Call Center or IT Service Desk environment
Experience/knowledge of Telephony, Technologies, and Applications
3+ years of experience as a Technical Support Analyst with a proven track record of success supporting technical issues with network connections, PC’s, Microsoft Office products, and knowledge of call center operations
Experience with large-scale desktop deployment and management tools such as Altiris
Experience/knowledge of LEAN and ITIL Practices is desired
Experience with Asterisk, Cisco and Aspect or Avaya ACD Telephony Concepts in large Call Centers

Desktop Support Engineer Resume Examples & Samples

Provide mainly second line support to user calls, assigned via the UK Service Desk to site. This includes the resolving of incidents up to priority one level and handling service requests from basic administration to complete user IT relocation projects. Call notes to be kept up to date. Build and deploy desktop / laptop machines in line with Thales build standards using automated and manual processes as necessary
Provide basic Windows server support at site, including backup tape changes
Provide basic Local Area Network support
Assist the central support teams as required in fault diagnosis and resolution to maintain the site IS infrastructure & services
Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout it’s lifecycle in a timely fashion
Perform call resolution to the contractual Service Level Agreement (SLA), monitored by Key Performance Indicators (KPI) and call targets
Ensure appropriate support is provided within contractual support hours. However a flexible attitude to work hours is expected and may require evening and weekend work on occasion
Attend other Sites within the area as required to assist in support duties
Support your team leads and respect decisions that are made
Look to improve local procedures were ever possible
Carry out any other duties as requested
Experience working in an IT support environment. Used to working directly with users in face to face situations. Ability to diagnose faults and think on their feet to find a solution
Strong technical knowledge of Windows Desktops and the ability to resolve problems
Good knowledge of Windows servers
Good knowledge of local area network infrastructures
To have the ability to work individually as well as part of a team
The ability to multi-task and prioritise workload
To be customer focused and the ability to be able to communicate well with staff at all levels
To be self motivated with willingness to exercise initiative
Knowledge of Smartphones and VPN/4G support

Desktop Support Engineer Resume Examples & Samples

This resource will assist on desktop hardening for both the Windows & Apple Mac environment
This effort involves researching, changing, testing and implementing settings and configurations to better security harden the Verizon laptop & desktop machines
Theses settings may be rolled out via Marimba channels or Group Policy Objects however in every instance it will be via automation with no manual intervention
The scope of target machines will be the following six operating systems in use within VZ: Windows 7, 8.1 & 10 and also Mac Mavericks, Yosemite and El Capitan
In addition hardening will also span the several browsers in use within VZ that include: IE11, Edge, Firefox, Chrome and Safari
This resource will be responsible for top tier CMIS trouble ticket resolution. This role requires deep dive debugging services on those CMIS tickets that trickled up from the Help Desk, EUS and Essentials to the P&E Engineering final, top tier queue
Most of these tickets are stubborn problems or outage situations. These efforts require highly specialized OS, networking and trace reading technical skills. The debug effort scope is Windows 7, 8.1 & 10 and also Mac Maverick, Yosemite and El Capitan clients as well as any issue with core image apps, 3rd party vendor apps (HP, Lenovo, Dell, Apple, BlueZone, SecureW2, Microsoft, ViewFinity, Sophos, etc.) or any of the VZ Portfolio apps (Cofee, AcssWeb, etc.). This resource will also assist on the migration to new Apple Operating Systems such as Sierra which is in beta now but due to go production
Understanding of Security Hardening
Knowledge of debugging techniques
Strong listening and communication skills
Teamwork & collaboration skills
Hardware and driver experience
Software such as Operating Systems and admin type actions

Line Desktop Support Engineer Resume Examples & Samples

Minimum of 3 years working within IT
Minimum of 1 year working within Second Line Support
Strong understanding of Microsoft XP, Windows 7, Active Directory and Office Suites
Team player
Fast learner
Can do attitude
Able to deal with fast changing environment
Ability to priorities workload
Excellent telephone manor
Excellent communication skills
Sociable
ITIL Foundation Certified
Experience LANDesk and/or SCCM
Exchange 2003/2010
Office 365
SharePoint
Lync 2010
MDM – MobileIron
BES

Desktop Support Engineer Resume Examples & Samples

Minimum 3 years experience using the functionality of at least one of the Lab Information Systems such as Empower, Labware LIMS, SDMS Nugensis, Biovia ELN, LES, Veeva Vault etc. in the pharmaceutical, biotechnology, or other related industry
Experience in Quality Control laboratory environment preferred
Understanding of analytical chemistry and instrumental analysis. Hands-on proficiency and problem-solving skills with HPLC, GC, LC-MS and other chromatographic techniques. Familiarity with spectroscopic techniques is an advantage
Good working knowledge of laboratory testing processes and automation using various instrument software packages
Working knowledge of Current Good Manufacturing Practices (cGMP), 21 CFR Part 11, Annex 11, Compliant GxP Computerized Systems (GAMP5), service management, IT project lifecycle and other regulatory requirements or policies
Fluency in English language both written and oral is imperative
3rd level IT related degree desirable
MCP and Microsoft software certification desirable
Excellent communication skills with the ability to support clients remotely
Experience in adhering to KPIs
Excellent time management skills and ability to work under time pressure
Base understanding of Microsoft Active Directory
Understanding of ITIL framework
Previous 1st Line experience

Desktop Support Engineer Resume Examples & Samples

Troubleshoot WMI issues on Windows XP, Windows 7
No direct reports in this position
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards

Desktop Support Engineer Resume Examples & Samples

To configure and provide support to all varieties of BRS and Reflight PC’s and associated hardware
To ensure accurate asset management of client equipment
Responsible for administering all hardware in use from assignment through to the equipment repair process/cycle
Good record keeping of fixed assets and scanners
Plan and upkeep of a preventative maintenance schedule and ensure tasks are completed regularly following best practices; including end client equipment is serviced to meet manufacturers best practice guidelines
To support the first line day to day operation
To be a point of escalation for the firstline team
To ensure that Service Level Agreements are met whilst acting in a professional, customer focussed manner at all times
Define, document and ensure support processes are adhered to
To oversee planned maintenance tasks to the contractual obligations in accordance with the SDP
To ensure that stock levels of consumables and spares are maintained at optimum levels
To be responsible for the upkeep of vehicles used to provide the BRS support, including safety, daily visual checks to ensure roadworthiness and to ensure vehicles are kept at least a quarter/half filled with fuel (minimum). And to process vehicle permit applications
To represent the BRS Service Delivery Manager at operational meetings as and when required
Health and safety record keeping (fire awareness training, baggage inductions etc)
To answer telephone calls from the Ultra Service Desk relating to BRS support incidents and requests in a consistent and professional manner; to then ensure that they are resolved within SLA and to agreed standards and processes
To be responsible for and work with support teams throughout Service Delivery and 3rd parties on Incident Management and investigation
To report any incidents/near misses on shift to the line manager soon as possible
To visit offsite stores location to pick up/drop off deliveries and consumables when required, moving deliveries from the offsite temp store room to Ultra’s room and keeping the store rooms to a tidy standard
To work closely with Ultra’s Heathrow based management team on a daily basis to ensure that Ultra deliver a first class BRS service to our customers
To undertake other general activities that supports the operational effectiveness of Ultra at LHR, as designated by management staff

Desktop Support Engineer Resume Examples & Samples

Ensures that customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards
Works with corporate resources to insure equipment meets requirments and is maintained per requirements
Serves as a mentor to lower level helpdesk technicians providing guidance during the troubleshooting process, training on new products and assistance in the development of their skills. Maintains daily tickets and reports to ensure the highest service levels are maintained
Serves as on-site technical support for networking and server teams as needed when problems occur

Senior Desktop Support Engineer Resume Examples & Samples

Support and maintain desktop computers, laptops and peripherals provisioned by the Home Office for Home Office employees and field personnel
Provide a single point of contact for end users to receive support and maintenance
Follow up with end users to verify they are receiving timely and appropriate assistance
Plan, execute and finalize purchasing and procurement for technology spending across the organization
Work with Compute Services in administering the SCCM and 1E software installation and configuration
Utilize SCCM and 1E to package and distribute software installations and updates to PC computers in both the Home Office and the field
Support and maintain First Command cellular devices
Experience in obtaining quotes from vendors and hardware procurement preferred
Multi-phase project experience preferred
Customer service experience preferred
Experience with building computer systems consisting of varied components required
Knowledge of multi-platform and vendor integration preferred
Exceptional verbal and written communications skills required
Excellent listening and reasoning ability to recognize and diagnose problems required
Ability to make independent decisions when required and affect a resolution to a problem required

Desktop Support Engineer Resume Examples & Samples

ITIL v3 foundation qualification
Microsoft certified System Administrator in XP/WIN 7
Experience supporting HP and Xerox printers including windows 2003/2008/2010 print servers
3+ years’ experience providing technical support in a fast paced and constantly changing environment up to executive management level
Excellent customer service and communication skills including providing VIP support
Experience supporting large Windows-based environments to desktop level with emphasis on Win 7 OS / office 2010 as well as Win 8 and O365
Advanced knowledge of Microsoft Office suite of applications
Support of End point for video conferencing units
Support of mobile devices
Support of WebEx, Lync
Support of Outlook
Citrix XenDesktop support or exposure
Experience supporting applications in an enterprise environment
Experience with Microsoft System Center Configuration Manager specifically on Reporting, patch management and image deployment
Knowledge of MAC OS in an enterprise environment
AS or equivalent job related experience

Desktop Support Engineer Resume Examples & Samples

End user support which would include both hardware and software troubleshooting for workstations (Desktops/MAC), basic network issues, and related application support
Installation and configuration of Desktop operating systems along with Troubleshooting and preventative maintenance procedures
Health-check exercise: like Anti-virus, MS-Patch & other basic Desktop Compliance procedure enforcement & adherence
Focus should be emphasized on providing professional, effective and user friendly approach to solving end user issues
Provide “Face of IT” when dealing with End users by explaining the processes, helping to follow up the procedures, and enforcing the IT policies
The person should be able to work independently and without supervision
The person must have an analytical nature in order to determine the underlying reason for a particular problem
Be able to function under pressure and be self-motivated
Support multiple users in a timely and efficient manner, following Timely escalation process/procedures
Team player & able to orient effectively with Global teams & end users
Good communication skills both Verbal & written, as to correspond with Business users effectively
Ready to work in 24*7*365 days environment with flexible, adaptive attitude
Minimum of 1 year experience in a Desktop support role in a multi-platform environment
Should be minimum a Graduate; Engineering or Diploma in IT related stream would be preferred
Basic Computer Hardware awareness; any related professional courses on same Proficiency would be an added advantage
Microsoft certification (MCSE/MCP) would be an added advantage
Basic hands-on/administration experience on Microsoft windows platform (XP, Win7, 2Kx etc.), MAC and other related Office automation applications (MS Office, Outlook etc.)
Basic Networking (TCP/IP, DNS, routing, subnetting) awareness
Basic Voice (CISCO/AVAYA/PSTN) platform related awareness
Knowledge of Travel applications like SABRE, Amadeus etc. would be an added advantage
Basis ITIL awareness & working knowledge in Service Desk/Helpdesk environment would be an advantage
Provide overall technical 1st hand support to users in the following areas: Desktops, Laptops, Network, Printers etc

Desktop Support Engineer Resume Examples & Samples

Install, support and maintain end user devices including PC’s, Mobility, Telephones and audiovisual equipment
Install, support and maintain PC applications in a Windows 7 Active Directory environment. Software includes Operating Systems, MS Office, VPN, System Management tools and various business unit software titles
Monitors and administers LAN applications for the purpose of ensuring the secure and reliable operation of LANs
Maintain proper documentation, as required, to properly track or escalate all service calls, and report on the progress of duties related to project participation
Support and participate in the continuous assessment and improvement of the quality of care and services provided
Two years’ experience in a technical support position providing end user computing support

Tier, Desktop Support Engineer Resume Examples & Samples

1) Windows Server Administration Experience (2008/2012)
2) Active Directory Administration Experience
3) Help Desk Support Experience / Troubleshooting Experience / Customer Service Experience
20% will consist of preparing self help information and updating Wikis
Must be flexible, able to perform a variety of duties, and multi-task
Ability to maintain a balance of business and technical perspectives
Good listening skills and ability to innovate and brainstorm around business ideas and needs
Good judgment, creativity and strategic thinking skills

Senior Desktop Support Engineer Resume Examples & Samples

Ability to communicate effectively at all levels of the organization including senior management levels. The ability to effectively translate complex technical issues into clear and concise business terms
Interpersonal skills, and the ability to communicate clearly and create relationships with customers, staff, senior management, vendors and contractors
IT support experience, specifically desktop, mobile devices, POS, and client side applications and security products
An ability to present and discuss technical, functional information in a clear and concise way that explains the issues at hand. Also presenting options for the team to discuss for problem resolution
Flexible working style, able to quickly adapt to diverse and changing environments and timelines, a team player with a high level of energy and commitment to excellent
Analytical, problem-solving and conceptual skill with strong oral and written communications
Excellent technical knowledge of pcs and desktop hardware. Ability to operate tools, components and peripheral accessories
Extensive knowledge of Windows 7 and Mac OS X environments; mapping printers, creating users, AD management
Understanding of networking infrastructure and troubleshooting tactics
Strong background with various mobile devices including but not limited to iPhone and Android
Troubleshooting techniques and best practices for various standard business software (i.e. Office 365, Citrix)
Knowledge of company infrastructure applications and software (i.e. MobileIron, Adobe Cloud, Symantec)
Experience with PC deployment and building/packaging of desktop images; specifically (SCCM 2012, Lansweeper, Casper, Centrify)
Ability to implement and introduce new cloud and mobility features such as Skype for Business and Microsoft OneDrive
Key Experiences/Achievements
Minimum of 5 years of experience in Information Technology
Minimum of 3 years of experience in Desktop installations and upgrades
Minimum of 3 years of experience with RF and wireless technologies

Desktop Support Engineer Resume Examples & Samples

Provide remote technical product support for customer and distributor/re-seller IT staff for client and server-related technical product issues via phone, live chat, remote assistance software, and email
Provide remote trouble-shooting support services for hardware issues for hardware
Ensure support tickets are responded to in a timely manner and resolved in accordance to predefined company standards
Accurately document collected data and customer interactions within the trouble-ticket system
Perform root-cause analyses as needed for HIGH and CRITICAL issues documenting causal factors and recommending process improvements for issue resolution and prevention
Research, resolve, respond to, and document appropriate customer inquiries, as requested
Escalate or re-assign issues as needed to appropriate resources (Engineering, Professional Services) for resolution
Solve non-standard issues that may require analytical and conceptual thinking
Provide clear and concise instructions and resolutions both verbally and in writing to customers
Create and modify product and process troubleshooting documents
Initiate and lead meetings as needed with customers and internal resources
Continuously strive to increase the effectiveness and efficiency of the Customer Support department, from improvements to each function, as well as coordination and communication between all departments
Improve customer service quality through monitoring and analyzing service-quality metrics and evaluating, recommending and implementing changes to existing processes
Work with Marketing and Product Management teams to communicate product information (releases, new features, etc.) to customers and other external parties (e.g., prospects)
College degree or equivalent experience with technical software support and maintenance service delivery required
Superior communication skills, both oral and written; must have the ability to convey technical issues and material to non-technical audience
Minimum of 3 years experience in technical customer service or software implementation
Resourceful and able to work independently
Demonstrate exceptional customer service and customer focus for both internal and external customers to foster a high degree of end user satisfaction through timely delivery of quality service
Work well under pressure with the ability to be patient and display empathy with the customer
Must work well in a team oriented/collaborative environment
Proficient with Microsoft Office to include Word, Excel and PowerPoint
Demonstrate solid time management, communication, decision making, human relations, organizational skills and ability to set and manage priorities in a results-oriented way
Willingness to be on-call during weekends and evenings
Demonstrate the ability to prioritize workload, and adapt to new processes and procedures in a fast paced environment with progressively less oversight

Desktop Support Engineer Resume Examples & Samples

Setting up new Desktops and Laptops for new hires onboard
Installing additional software
Virus and security related issues
IT asset tracking and documentation
Performing regular maintenance of IT equipment
Addressing connectivity, applications, software, and hardware issues
Addressing UPS and power issues and maintenance
Setting up Telephony system where ever required
Printers & Fax setup and maintenance
Meeting rooms and training room’s requirement and maintenance
Labmanager and VMs basic troubleshooting
Fileservers maintenance
Backup and recovery of critical data
Vendor management
Etc
Works with the entire Engineering and development team to establish development and configuration practices that ensure a high level of performance and optimizes capacity utilization
Responsible for coordinating all hardware purchases (computers, servers, printers, peripheral devises)
Leads in the anti-virus and patch management for the office infrastructure
Work with the Hardware Engineer for supplying specifications to be used when determining the appropriate system hardware
Involved with QA testing to Enterprise Deployment
Researches new methods for enhancing performance and shares findings with the Engineering team and the Engineering Leadership committee
Works with the Development Staff in upgrading current applications to the latest technologies
Maintains electronic and hardcopy procedure manual for documented alert response and fact finding procedures
First line of support for internal RealPage India Private Limited employees; troubleshoot, isolate, repair, and resolve all customer issues concerning desktops, laptops, printers, facsimiles, copiers, and other peripherals
Enforce the policies and procedures of the Information Technology Group
Assist the Technical Support Manager in resolving customer complaints
Track hardware inventory
Ensure proper levels of stock are maintained and shortages are reported to the Helpdesk/Technical Services Manager
Ensure Technical Support commitments are met
Maintaining the build environments for all products and platforms, performing daily builds for release to team, and updating build scripts/environment as needed
Performing regular releases & patches on the Production environment
Provide first line of tier 2 support for “PC Support” - troubleshoot, isolate, repair, and resolve all customer issues concerning desktops, laptops, printers, facsimiles, copiers, and other peripherals
At least 2-3 years systems support experience in an IT environment, preferably in a technical industry and/or a startup environment
Experience in a Windows server, Windows desktop and Linux server environment required
Solid understanding of TCP/IP network, hubs, and switches experience required
MCSE certification, A+ certification and Network+ certification required; equivalent experience of 2-3 years may be acceptable
Experience with all Microsoft BackOffice and hardware technologies
Experience with the following technologies required: LAN/WAN, Middleware, Web Publishing, Monitoring, QA testing, and other technologies used in the Engineering Environment
Experience in installing and maintaining hardware Experience in configuring servers
Proficient in business software, including MS Outlook, Microsoft Office, and Visio applications
Experience with SQL Server is required
Strong understanding of backup and restoration procedures
Experience in troubleshooting network (LAN) software related to operations, administration, user accounts, and systems security
Must possess excellent English written and verbal communication skills

Desktop Support Engineer Resume Examples & Samples

Ensure stability with the bank’s ongoing PC Refresh operations. These operations include management of the scheduling, building, deployment and all other aspects of the refresh operations
This position may be filled as a level I or II engineer, depending on the candidate’s level of experience
First Citizens Bank experience
Certifications such as A+, Network+, MCP, MCSE, MCSA
Banking/financial services industry experience

Desktop Support Engineer Resume Examples & Samples

Install, upgrade, support and troubleshoot Windows 7 and Microsoft Office 2013 and any other authorized desktop applications
Installation & troubleshooting of Engineering software’s like AutoCAD, Revit, Micro station, Project wise, etc
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Analysis, diagnose and resolution of windows desktop problem for end user
First level support for Audio & Video Conferencing systems
IT software & hardware asset management
Basic network knowledge / troubleshooting
Requesting & Coordinating with 3rd party vendor support
BSc IT or Diploma in Computer Science

Desktop Support Engineer Resume Examples & Samples

Windows 7, Windows 8, Windows 10 down to .dll level
Microsoft Office MSI installs, Office 365 2013/2016 click to run
Endpoint security (Bitlocker/McAfee) – encryption and USB
ITIL Foundation
Good understanding of IT infrastructure solutions
SLA management
Incident, change and service request processes
Desktop/Laptop recovery
Desktop/Laptop Hardware maintenance
Previous Desktop experience

Desktop Support Engineer Resume Examples & Samples

Demonstrate high customer care at all times
Cater for New Starter assets and reclaim of leaver devices
Manage stock of IT consumables
Installation & support of PC hardware, Operating Systems, and applications
Support to advanced user level MS Office, MS Outlook, MS Project, MS Visio
Support both laptop & desktop PCs running Windows 7
Diagnose laptop & desktop PC hardware failures to component level
Provide support to the Verizon Business internal community at both 1st and 2nd line. This Includes telephone support as well as desk-side and walk-up visits when requested
Contribute to a good and friendly working environment; working closely as a member of a strong support team
Liaise and provide support when needed amongst all IT Operations teams, and channel information through appropriate team members and peers
Provide customer support through all levels; trouble shooting, documentation, closure and escalation where necessary
To take ownership of problems until a resolution has been found to the customer’s satisfaction
Based primarily at Reading, UK, the Desktop Support Engineer may on occasion be required to work at any of Verizon sites across the UK or EMEA

Desktop Support Engineer Resume Examples & Samples

Bachelor's degree and minimum 4 years of prior desktop support experience. Additional years of desktop support experience may be used in lieu of degree
Experience in supporting Mac OS and iOS devices
Strong communication and documentation skills, including Microsoft Visio network documentation experience
Possess at least one of the following certifications: MCP, MCSA, MCSE, A+, Network+, Security+
US Citizenship and ability to obtain a federal security clearance required

Remote Desktop Support Engineer Resume Examples & Samples

1) Should be able to discuss and understand technical issues with end users and rectify them promptly
2) Ability to decide on corrective measures and resolved the incidents within stated SLA
3) Should demonstrate good interpersonal and customer support skill
4) Can identify and interpret key policies, standards and procedures affecting own area
5) Ability to work under pressure in a demanding and highly visible environment without constant guidance
6) Should be a team player and able to take ownership of escalated matters
7) Ability to converge with ongoing changes in shortest possible time
8) Should be discharging responsibilities as per prevailing processes and procedures
9) Should be able to interpret and apply info. Sec. and regulatory policies related to the area of responsibility
2) Will be responsible for handling management escalations in timely manner
3) Close liaison with Site Support, Help desk and other support teams
1) Diploma in IT. Bachelor’s degree or higher in a relevant discipline is preferred
2) Microsoft MCP certified
3) ITIL certified and working knowledge
4) Information security concepts and application
1) Expertise in advance level troubleshooting of incidents impacting end users
2) Working knowledge of incident management tools like Service-Now, Remedy etc
3) Should be able to triage and dispatch incidents as per prevailing ‘Incident Best Practices&#8217
4) Hands-on experience in resolving Windows 7/XP issues
5) Good understanding of Virtualisation technology and ability to resolve issues on Virtual workstations
6) Citrix Technologies awareness and experience in troubleshooting Citrix Client
7) Fix issues related to Outlook, E-Vault, blackberry, office communicator, bChat etc
8) User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
9) Supporting various applications from desktop perspective. Working knowledge of Microsoft Office Suite
10) Working Knowledge of managing accounts in Active Directory, groups, Group Policy etc
11) Knowledge of networking essentials like TCP / IP, DHCP, DNS etc
12) Good understanding of Information Security concepts and various technologies used to implement them in desktop environment
13) Troubleshooting skill on End Point Security Products like Symantec/Lumension End Point Protection, PGP/PointSec Disk Encryption
14) Proficient in troubleshooting SCCM Client issues

Desktop Support Engineer Resume Examples & Samples

Tier II & III support for Windows endpoints (laptops, desktops, peripherals)
Tier II & III support for Mac OS endpoints (laptops, desktops, peripherals)
Activation, termination and modification of mobile voice and data accounts
Enterprise Mobility Management administration - enrollment and management of mobile devices
Draw upon deep technical knowledge to provide advanced support to resolve challenging infrastructure and OS issues
Act as an escalation resource to the Help Desk, Site Administrators and Network Operations Center to assist with issues affecting endpoints

Desktop Support Engineer Resume Examples & Samples

Resolves 2nd and some 3RD level technical support issues; solves complex problems while working within standard operating procedures and policies
Returns calls from users promptly and responds to user inquiries with appropriate level of urgency based on documented performance standards. Follows up on all questions, problems, or suggestions from users
Provides support for all Audio Visual (AV), Virtual Teleconference (VTC) and Physical Security solutions, to include hardware and software components, used throughout the Papa John’s user community
Manage and maintain mobile AV and VTC assets
Provide account administration of VTC tools
Provide troubleshooting and problem resolution for Genetec security solutions (e.g. cameras, servers, software)
Documents problems and corrective procedures. Prepares technical documentation and posts to knowledge-base in order to improve call resolution at all levels of team support
Researches, isolates and implements steps to resolve user problems. Simulates or recreates user problems to resolve operating difficulties
Recommends enhancements to standard operating procedures and policies based on experience
Interacts with other technology groups to identify and correct problems
Uses team and project meetings to keep the team fully aware of the progress of assigned projects and to support a team environment of continuous feedback and idea sharing
Participates in on-call rotation to provide 24 X 7 support
Strong experience in systems hardware and software problem determination and resolution
Office (Microsoft), VPN software, RSA devices
Remote control tools (Bomgar)
Windows OS and Microsoft Products
User computer hardware (Intel based or equivalent)
Active Directory and Group Policies
Microsoft SCCM for user computer baseline image management and patch management
Network and client/server Processes and Protocols
Anti-Virus Tools
IOS, Android, Blackberry and Lotus Notes
AMX and/or Crestron AV systems
Polycom and LogiTech products and solutions
BlueJeans VTC systems
Planar AV systems
Genetec security solutions
Experience with a Service Desk Incident Management and Request Fulfillment system and knowledge base tools such as Share-Point
Technical writing and editing tools such as Snag-IT
Demonstrated proactive and solution-oriented problem solving skills
Strong customer focus, responsive to needs; strong inter-personal skills
2 years providing Help Desk, PC or Technical support or equivalent experience
Preferred – professional technical certification (MCDT, MCP, MCSE, A+)
Preferred - ITIL Foundation certification

Desktop Support Engineer Resume Examples & Samples

Provide local IT support for location employees
Maintain back-up processes for local servers and desktops
Design, create and implement software images as required and in collaboration with Diagnostics and Corporate standards and procedures
Setup and troubleshoot computer/server hardware systems / network and software applications
Responsible for system documentation/procedures including developing and maintaining (improving and retaining)
Test and install specific client applications using various software packages and in accordance with Diagnostics and Corporate standards and procedures
Responsible for maintaining data center, client and server backups using appropriate software
Develop system as necessary and maintain PC, Server, Software inventory and tracking of assets using various software programs coordinating with Corporate as necessary
Recommend, specify and purchase equipment and software
Provide on-call support 24/7 for local facility
Collaborate and coordinate with other sites as needed
As applicable, provide support to senior and/or designated lead personnel as directed by manager

Desktop Support Engineer Resume Examples & Samples

Provide technical help desk support including virtual or physical hardware setup/configuration for both desktop and server
Good knowledge of basic server administration and scripting tools for Windows servers 2000-2012 and Linux
Knowledge and experience providing technical support to remote customers in a multiple platform environment
Knowledge of common service and support tools and processes, including remote desktop management, technical knowledge base use and development, and user-facing self-help guides
Knowledge and experience in common IT Service Management (ITIL or other) techniques and processes
Experience using and optimizing a call-tracking and problem resolution system, such as ServiceNow, ManageEngine, or BMC Technologies
Knowledge and experience troubleshooting and maintaining Microsoft Windows 2008 or Windows 2012 based devices, to include experience with Windows Active Directory and Microsoft Exchange
Knowledge and experience with Microsoft Windows 8, Windows 7 and Windows XP
Knowledge and experience Microsoft Office 2003, 2007 and 2010 suites

Desktop Support Engineer Resume Examples & Samples

College diploma or university degree in the field of computer science and/or 5 years equivalent work experience
Industry certifications, this can include A+, N+ and/or MSCE/MCTS/MCITP
Excellent technical knowledge of pcs and desktop hardware
Ability to operate tools, components and peripheral accessories
Microsoft Desktop Support Technician an advantage
A+ and N+ experience
Windows 7/10, Windows 2000/2003/2008/2012 experience
Routers, switches and firewall experience
Microsoft Office 2010/13/16 support
Working knowledge of AD, Exchange 2013 and remote control tools
Knowledge of all software applications used within the organization
Professional image and grooming
Strong listening skills
Able to operate effectively in a team environment with both technical and non- technical team members
Able to manage time effectively, set priorities appropriately, schedule calls
Able to maintain professional demeanor under stress
Able to operate within customer standard operating procedures

Desktop Support Engineer Resume Examples & Samples

Incident and problem management to ensure the delivery of quality onsite end user support
Troubleshooting client/server communication issues and service failures
Planning and implementing maintenance activities
Ensuring networked machines are fully compliant (Patched, McAfee, PGP, HX etc.)
Capacity management of physical and virtualised environments
Some after hours support (as required)
A real people person, with excellent communication skills and a customer service approach
A solid background in a Desktop support role (minimum 3 years’ experience)
Some Server/Wintel support experience
An expert in Windows XP/Vista/7/8/10 and MS Office 2003/2007/2010/2013 suite
Solid hardware knowledge including PC’s, mobile computing and peripherals
Strong problem management and troubleshooting skills
A quick learner who is committed to further developing their skills

Desktop Support Engineer Resume Examples & Samples

Must have significant experience in a customer services role; providing both IT helpdesk and applications support services
Specific experience should include ITIL based incident and service request processes
Windows Desktop and Laptop PC’s
Windows 7 & 8
WDS (Windows Deployment Services)
MS Office 2007, 2010 & 2013
MS Project & Visio
Active Directory (User/Computer Account management)
Blackberry Enterprise Server – User/Device management
Citrix – user/application management
Windows RDP (Terminal Server)
Working knowledge of DNS, DHCP, TCPIP
Video Conferencing systems
Windows 2008 and Windows 2012 Server
Telecomms call management software administration
Agencies who contact the hiring manager directly regarding this role will be removed from the PSL or banned from it moving forward*

Remote Desktop Support Engineer Resume Examples & Samples

The Workplace and User Support Services aims to provide centralized tasks support to the 2nd line Global Remote Desktop Support
Provide Call triage (80%)
Microsoft Windows XP / 7 workstation
Active Directory account management
TCP/IP protocol suite
MS Office suite (including support for MS Outlook)
HP Service Now experience an advantage
Remote control software

Colleague Systems Desktop Support Engineer Resume Examples & Samples

Timely resolution of incidents tickets, minimising the impact to the end user base by restoring service promptly
Providing support to other IS sections
Ensure customer satisfaction in all aspects of the role
Answer \ respond to customer queries raised via telephone \ incident tickets submitted\walk up approach
Liaise with other TTT sections in order to resolve incidents raised against the IS department
Provide end user support for various Microsoft packages including Windows 7, Windows 10, Microsoft Office 2010, 2016 & Office 365
Provide problem resolution for internal business applications & voice systems
Support TT current and future IS systems
Technical assistance in future IS projects to ensure the impact on IS systems and any other associated system is properly identified
Adherence to IT service level targets
Raising fault \ service request tickets using incident management systems
Adherence to Asset Management practices
Network Patching \ Switch Port administration
PC System imaging using imaging technologies
Hardware diagnostics \ assembly
Adhere to system security practices
Experience troubleshooting Microsoft client operating systems (Windows 7 , Windows 10)
Experience troubleshooting Microsoft application suites Inc. Office 365
Experience of supporting Mac OSX
Hardware trouble shooting experience
Understanding of LAN \ WAN network concepts
Experience of ITIL working practices

Desktop Support Engineer Resume Examples & Samples

Trouble shoot desktop / Laptop problems and solve the problem within the departments SLA
Maintain the Desktop PC’s , Printers, Fax Machines, Copies, Projectors
Ensure the integrity of the Desktop / Laptop software and data
Ensure desktop antivirus and data security
Ensure All users’ Desktop & Laptop issues are resolved within SLA
Provide out of Office support to key areas of the Business

Desktop Support Engineer With Top Secret Clearance Resume Examples & Samples

Install, configure, deploy, and upgrade computer hardware and software
Interact with network services, software systems engineering, and /or applications development teams to restore service and/or identify and correct problems
Identify and reserve Computers being assigned to the network through DHCP
Bachelor's degree in Computer Science or related field and 4+ years experience, or equivalent combination of education and experience
Experience supporting Tier 2 Helpdesk services
Experience working with Altiris; HP Openview is desirable
Be willing to work 3rd shift
Good communication skills to work effectively with team members, support personnel, and clients

Desktop Support Engineer Resume Examples & Samples

2nd Line Support to 300+ users in London, South Africa, Dublin and Tel Aviv
VIP user support to senior management & company president
Ensuring local documentation is up-to-date and providing user support documentation to the business proactively
Completing administration, tasks and relevant security policy compliance in line with SoX guidelines
Auditing local hardware and software
Working with external vendors, Local Global Support
Desktop moves and changes
Strong Communication skills and over 3 years of hands-on IT customer service
3-4 years IT industry experience
MCSE or equivalent preferred but not essential
Strong prioritisation skills and able to follow process
Tactful, diplomatic and able to thrive in an ever-changing environment
Ability to work proactively, under pressure and independently with minimal direction

Desktop Support Engineer Year Contract Resume Examples & Samples

Desktop Support Engineer – 1 year Contract
Supports the configuration/installation and general troubleshooting of both PC/Mac hardware and software, including laptops, desktops, printers, and other mobile phones
Provides routine support to end-users and business operations on IT matters
Provides local desktop and remote support for major campus location and remote offices
Responsible for VC assistance to meeting rooms
5+ Years IT industry in support
Strong PC and Mac support experience with Mac OSX, Windows OS, MS Office, MS Outlook and POLYCOM Video Conference solution
Experience in end-user support and providing both front and backend support
Strong written/verbal communications skills, ability to interface with end-users effectively
Strong IT customer service skills and user interaction

Senior Desktop Support Engineer Resume Examples & Samples

Senior Desktop Support Engineer
Senior Desktop engineer to lead small HK desktop team
To provide hands on skills and leadership guidance to current team
Provide training and best practices in support and helpdesk environments
Provides status reports, incident and problem summaries, and project statuses as required
Responsible for VC assistance to VIP’s and meeting room presentations
BsC Honours Computer Science
7+ Years IT industry in support
Strong written/verbal communications skills, ability to interface with end-users effectively. Strong IT customer service skills and user interaction

Senior Desktop Support Engineer Resume Examples & Samples

Perform laptop builds, backup and restore, break / fix as necessary
Support the executive team
Create/Maintain/Deploy corporate images to computing devices
Backup experience (client / server) is required
Add/Remove/Modify accounts
Email accounts using Active Directory
Setup, configure and troubleshoot mobile devices
(s)FTP account creation
Manage/monitor virus controls / infections
Network printer setup and basic maintenance
Handle receipt and asset management for all IT related equipment
Maintain asset records for IT related hardware
Administer/setup and deploy desktop phones to users
Assist with the day-to-day maintenance of company's PCs and Cisco IP phone system. MAC experiences a strong plus
Assist department manager in on-going assessment and technology refresh of PCs; will require research and evaluation of hardware and software
Microsoft Outlook configuration and troubleshooting skills
Utilize ticketing system to track all support calls. Assist corporate and remote employees with PC problems and requests
Procure IT Assets such as PC's, mobile devices, and other peripherals
Participate on the on-call rotation
Perform other duties as assigned by manager

Line Desktop Support Engineer Resume Examples & Samples

Performs installation, training, maintenance, troubleshooting and repair of desktop technology hardware and software
Assists in the setup and operation of audio visual hardware as required by end user
Determines appropriate hardware and software based on corporate policy and end user requirements
Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues
Escalates incidents and questions to appropriate support groups
Disconnects, moves and reconnects desktop technology hardware for single user, multi-user and office moves
May assist in administration and maintenance of technology infrastructure components
May assist in installation, maintenance, troubleshooting and repair of office telephony system
Uses corporate incident management system to record and track all support work
Maintains accurate hardware and software records for corporate assets
Performs time tracking tasks as required
May assist with the procurement of hardware and software
Supports team’s abilities and functions through positive customer relations
Contributes to the improvement and enhancement of processes and procedures
Knowledge of company desktop operating systems and software
Knowledge of standard computer hardware
Superior customer service skills
Ability to work within a team environment
Ability to independently plan, organize and prioritize one’s own activities
Ability to express ideas clearly in both written and oral communication
A+ certification preferred
Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE)
Ability to work in a typical office environment
Ability to lift and move desktop and other related hardware
Frequent, local travel may be required depending on location
Occasional, distant travel may be required
Occasional evening and weekend work may be required
Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team

Senior IT Desktop Support Engineer Resume Examples & Samples

Previous deployment and rollout experience
Windows XP, 7 and 10
Various deployment tools – IT hardware and software
Experience of preparing machines for migration and configuration
Microsoft server experience
Fast paced and proactive nature

Desktop Support Engineer Resume Examples & Samples

Performs a variety of administrative and technical work related to the coordination, control and maintenance of personal computers, printers, telecommunication devices, and other IT related hardware within the organization to insure compatibility and integration with IT strategies
Knowledge of the organization's trouble ticket system and ability to use it to assess customer needs and improve the service desk service
Working knowledge of the variables determining priority/severity of a call
Ability to monitor the service desk workload and prioritize trouble tickets for effective use time
Ability to provide standard and/or special status reports on the entire trouble ticket system
Ability to analyze major incidents or service desk problems and research solutions
Ability to develop, test and implement solutions to unique or unusual problems detected during troubleshooting
Ability to document and communicate problems, solutions and the implementation process
Knowledge of latest IT technologies and how they may apply
Knowledge of established troubleshooting guidelines and procedures and ability to use them
Ability to set up and document new troubleshooting procedures
Knowledge of the operations of other technical groups and ability to effectively provide liaison for users with these groups
Schedules and prioritizes work to accommodate IT and customer needs while minimizing impact on current projects
Basic understanding of new network architectures and/or configurations
Knowledge of the design and installation of network cabling
Basic understanding of the organization's network and LAN architectures and supporting technologies
May assist in other related departments as required by business needs

Desktop Support Engineer Resume Examples & Samples

Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout its lifecycle in a timely fashion
Look to improve local procedures wherever possible
Supporting key areas of the business covering both desktop and Laptop user environments
Managing workload under high demand
A highly flexible attitude
Experience within IT industry in a customer facing capacity in a technical role
Automation tools (SCCM)
Basic Network support
Hardware Installation knowledge
Exposure to Netbackup / Backup Exec
Knowledge of Blackberry/ Samsung/ Nokia phone support
Knowledge of – WINS, DHCP, DNS, Group Policy etc
Server Support skills / knowledge
Experience and attitude are more important than academic qualifications however a minimum of A Level qualifications is desired
IT Qualifications desirable or equivalent experience
ITIL foundation desirable

Desktop Support Engineer Resume Examples & Samples

Experience providing desktop IT installation for a networked, multiple location, business / organisation
Technical knowledge of desktop equipment: PC’s, laptops, tablet PC’s, printers, scanners, iPAD’s, ip telephony & mobile phones / devices
Knowledge of networking, i.e. Datacoms & Voice, Active Directory (User environment), Network Printing, TCP/IP, Ethernet & LANS
Basic awareness of ITIL principles, ideally certified
Analytic and efficient approach to the installation workload
Ideally have a valid driving license or in process of obtaining one
Detailed knowledge, experience and understanding of majority of the following
Microsoft Office Software ( 2003, 2007, 1010 & 2013)
Microsoft Windows V7, V8, V8.1 & V10
Microsoft Outlook 2003, 2007, 2010 & 2013
Internet & Intranet
Anti-Virus Software
Application installation & configuration (general)
Encryption software

Senior Desktop Support Engineer Resume Examples & Samples

Working with the rest of the Desktop Support team to ensure security postures are managed and upheld
Remediate patch and update issues across the Australia and New Zealand business
Working off a Service Management ticket queue, ensuring high urgency tickets are prioritised
Work closely with SCCM 2012 (or later) to manage the desktop and laptop fleet for tasks such as
Proven experience in a desktop support role
Good understanding of the ITIL Framework is an advantage but not a pre-requisite
Previous management experience in a Windows 7 and 10 desktop environment
Experience in supporting mobile device management and Polycom VC equipment
Proven experience in design and deployment skills in Standard Operating Environment builds
Experience supporting an office as an IT professional
Experience working in a procedures-based environment where change control is a fundamental aspect of daily operations
Tertiary qualification in a computing discipline and/or appropriate work experience
Client facing/consulting skills
Experience in application packaging using Advanced Installer
Experience in Window 10 roll out and/or Office 365 roll out to production environment
Knowledge of banking systems
Melbourne CBD location and city/river views
Opportunity to work with the latest technology
Benefits of working for a corporate company and have a work/life balance
Exciting career progression opportunities
Variety of work and client interaction
A modern and interactive environment
Our culture; entrepreneurial, creative, collaborative and energetic

Desktop Support Engineer Resume Examples & Samples

Responsible for desktop software & hardware support and work with service providers in case of hardware failure
To install and test PC peripherals as requested by users according to the bank standard
To follow up procurement & delivery of hardware/software that’re required by users
To install software/application according to user requirements or application installation procedure, and act as the first line support of software & applications
To co-ordinate & liaise with other IT teams for network connection of desktop equipment
To provide relocation services on IT desktop equipment
To maintain up-to-date hardware inventory
To administrate Windows user account
To satisfy all administrative requirements of the position
To update SAP for procurement & fixed assets control
To deploy latest Security Patches
To support VC and voice recording playback
Direct contribution to BNPP operational permanent control framework
Contribute to the implementation of operational permanent control policies and procedures in day-to-day business activities, such as Control Plan
Comply with regulatory requirements and internal guidelines
Contribute to the reporting of all incidents according to the Incident Management System
Holder of MCSE
Over 2 years working experience in a banking environment

Desktop Support Engineer Resume Examples & Samples

Authoritative knowledge of current protocols, operating systems, and standards
Operate tools, components, and peripheral accessories
TCP/IP fundamentals
Function effectively in a team environment with both technical and non-technical team members
Work effectively with minimal supervision

Desktop Support Engineer Resume Examples & Samples

Responsible for desktop software & hardware support, working with service providers (as required) in case of hardware failure
To install and test PC peripherals in accordance with the bank's standard when requested by users
To follow up on the procurement & delivery of hardware and software requested / required by users
To install software / applications according to user requirements and/or a user's application installation profile, acting as the first line of support for such pieces of software
To co-ordinate & liaise with other IT teams and its members to establish network connections for desktop equipment
Provide relocation services on IT desktop equipment as required
Maintain the hardware inventory listing/s and ensure it is up to date
Administer Windows accounts for users
Update SAP for Procurement & Fixed Assets Control as required
Deploy latest Security Patches as required
Provide support for Video Conferencing and Voice Recording Playback
Directly contribute to BNP Paribas' Operational Permanent Control framework
Contribute to the implementation of Operational Permanent Control policies & procedures in day-to-day business activities, (e.g. Control Plan)
Ensure compliance with all regulatory requirements and internal guidelines when undertaking day-to-day activities
Reporting of all incidents in accordance withaccording to the Incident Management System at BNP Paribas
Holders of Microsoft Certified Solutions Expert MCSE Certification will be looked upon most favourably
2 years or more of working experience in a similar / related role within Banking environment is a must

Desktop Support Engineer Resume Examples & Samples

Advanced technical support to internal and external customers
Expert troubleshooting and providing solutions
Installs, diagnoses, repairs, maintains and upgrades all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance
Troubleshoots problem areas (in person, by telephone, or via remote access) in a timely and accurate fashion, and provide end-user assistance where required
Working knowledge of most Microsoft based platforms including Windows based operating systems

Desktop Support Engineer Resume Examples & Samples

Responsible for supporting the Video editing systems and workflow, which includes Avid Interplay (including Access, Assist, Media Composer , Media Central, Delivery , Archive and ISIS), Adobe Creative Cloud (including Premiere, After Effects and Photoshop etc), Masstech Archive (including SpectraLogic Tape Library), Rhozet Transcoding, Aspera file transfer, SnapStream, LiveU, Teradek and Livestream and any other solution the team acquires
Responsible for the installation, configuration and troubleshooting of all end user hardware, software and related peripherals including but not limited to: client facing support, hardware, software, mobile devices, peripheral and network troubleshooting for all end user systems
Scope of work includes responsibilities general outside of Clients Services and/or in scope of other IS&T support groups but requires the Technical Engineer to be responsible. Responsibilities may include but not limited to: Server Support, Backup Operations, Vendor Management, Application Support and Maintenance, Infrastructure Support and Enhancements
Provides remote office and after hours support for multiple locations. Performs after hours and weekend support, systems installation and maintenance as required
Resolve incidents and requests within SLA
Support will be a mix of Windows, OSX and Linux devices
Assist End User Design & Engineering in testing and keeping production images up to date
Travel locally between multiple CBS supported locations when needed
Responsible for making independent decisions that adhere to the policies and procedures of IS&T
Receives general guidance and direction from Team Lead and/or Manager, Client Services & Support
Makes recommendations for solutions on IT requests
Minimum six (6) years IT experience supporting end users systems
Strong Analytical and Decision making skills with a limited amount of information
Strong knowledge of all workstation operating systems
Strong knowledge of technology such as: network topologies, server administration, etc
Strong working knowledge of current Windows Server operating systems
Strong knowledge of Microsoft Office products (Word, Excel, Outlook, Power Point, Access, etc)
Experience with desktop remote control software (SMS, Casper, Bomgar, RDP, VNC, etc)
Familiar with LANDesk
Undergraduate degree in a computer science related field or equivalent work experience required

Desktop Support Engineer Resume Examples & Samples

Provide desk-side technical assistance for the Desktop related calls that cannot be resolved by the Technology Service Desk (it is in the responsibility from Service Desk to decide whether an onsite visit is required)
Provide coordinated support to other IT teams for complex customer related issues requiring technical assistance
First level market data support for services such as Bloomberg, Reuters, Eikon, EBS

Line Desktop Support Engineer Resume Examples & Samples

Support internal ICT systems and perform hardware troubleshooting and repair on desktop and laptop equipment
Provide technical support and guidance to the ICT Business Support team where required
Support standard LL systems software suites and networking environment
Provide ICT support to end users for office automation applications, such as word processing, spreadsheets, databases, e-mail and other productivity software
Interact with users by means of telephone conversations and face to face in order to provide an optimal solution
Installing and providing second level support for all hardware including PCs, laptops, mobile devices and peripherals
Provide basic data network troubleshooting
Maintain user documentation, procedures and libraries for installed products
Monitor and track fixes and upgrades for PC’s
Liaise with third party ICT suppliers and maintainers
Maintain good working relationships with manufacturers, suppliers and other external third parties and liaise with peers throughout the corporation to ensure continuity and efficiency on all project sites
Ensure all projects / work efforts follow change management principles and are recorded using the agreed process
Analyse new desktop technologies consistent with the needs of the business and seek new ways to improve current technology and business processes

Active Directory & Desktop Support Engineer Resume Examples & Samples

Implement and support roaming profiles
Implement and support offline folders
Implement and support folder redirection
Implement and maintain a standard corporate logon script
Implement and maintain the managed desktop GPO customization
Remotely assist on site personnel during PC deployment
Define security logging and audit rules
Allow/Block applications from running
Define firewall rules
Distribute certificates
Internet Explorer security settings

Desktop Support Engineer Resume Examples & Samples

Dealing with IT support issues & queries via team hotline and ITSM ticketing system(Service NOW)
Manage day-to-day support to ensure stability, reliability and availability of applications and services for the business
Ability to clearly and effectively communicate with users
Escalating issues as necessary per established escalation policies and procedures
Collect diagnostics and other supporting evidence to identify the root cause of problems
Create and maintain all operational documentation, processes and procedures
Working closely to ITIL concepts and principles
Microsoft Windows ande descirable but not essential exposure to MAC OS
Desktop Hardware
Mobile Technologies (iPhones, IPads, etc.)
Mobile Iron
Service Now or Remedy exposure desirable
SCCM desktop client management
Front Office exposure to Market Data systems � Bloomberg, Thompson Reuters, Factset and market leading broker apps
Experience of VDI technologies would be beneficial but not essential
Trade floor support with customer service background
Knowledge or conceptual understanding of infrastructure technologies � servers, networks, core services, storage, etc
Fast learner, ability to absorb and apply information
Assertive, self-motivated and collaborative
A solution-focused attitude and flexible approach
Able to effectively balance time between day-to-day support work and project-related tasks
Ability to prioritise and effectively triage issues
Strong commuication skils
Abilty to understand how your role relates to the overall goals of the business, a customer-focused mind-set
Desirable Microsoft Certified Professional (MCSA, MCSE, MOS)
ITIL certified is a plus or should have some understanding ITIL concepts and principles

Desktop Support Engineer Resume Examples & Samples

Microsoft Certified Solutions Associate (MCSA) Desktop
MCTS for Office 365
Cisco Certified Entry Network Technician (CCENT)

Desktop Support Engineer Resume Examples & Samples

Remote and onsite for support end user computing and mobile devices, peripherals and software
Troubleshoot client/server communication issues, service failures
Hardware diagnostic/repair (where applicable) and re/installation
Follow and improve the CGI Methodology and adhere to agreed service levels
Potential after hours support and interstate travel
Superior problem solving and communication skills
Demonstrable experience working in a client facing position within an ITIL context
Ability to work unsupervised and manage time effectively
Strong experience with PC’s, mobile hardware and peripherals
Remote support/tools e.g. SCCM Remote tools, Remote Assistance/MSTSC
SCCM software deployment and packaging
Customer Service & Support

Desktop Support Engineer Resume Examples & Samples

To architect and research on infrastructure capability to be able to support the direction of high technology infrastructure
To enhance current organization technology and focuses on digitalization to enhance organization’s efficiency, capabilities, functionalities, integration and collaboration
To provide support on organization’s operating applications/security/software/system such as but not limited to (Proprietary Application, McAfee Solution (DLP, Encryption, Anti-Virus), Microsoft Office, Lync/Skype for Business Client)
To conduct testing and troubleshooting of pre-built images, window scripting, standard baseline application and post built images on GPO and security hardening
To conduct testing of policies in regards to ad-hoc request from application team and desktop support and to review and tighten policies as accordingly to TISO guidelines
3 years’ experience in engineering/platform/Active Directory/Mobile support with the following technical skill sets
LI-EL

Desktop Support Engineer Junior Resume Examples & Samples

Application Package Creation: The Desktop Engineer should be proficient in modern methods and techniques to bundle Windows and Apple application packages for use in mass distribution. Working knowledge is required of BAT/CMD commands, shell scripting, VBScript, PowerShell. Should be familiar with toolsets such as InstallShield, Casper Composer, Iceberg, Innosetup, MSI, PKG, as examples. Should understand CLI and command-line switches to control the needed behavior of the application install. Candidate should be familiar with testing procedures using virtual machines, patch tester groups and follow protocol for production system release. Ultimately packages will be used for but not limited to rollouts, upgrades, Software on Demand (customer self-service) and in response to InfoSec related alerts
Security: Work indirectly or directly with the Information Security group (GIS) to ensure that all applications meet Time Inc. security guidelines for required patches, rollouts and upgrades
Hardware Asset Management: Help monitor and track hardware assets and the desktop management tool compliancy (such as AntiVirus defs, version control, etc)
Familiarity and experience with the following a plus: Scripting & languages such as Shell Script, PHP, Perl and HTML

Desktop Support Engineer Resume Examples & Samples

Experience working in a similar 1st / 2nd line support position
Microsoft support background – MCSA or MCSE qualification would be beneficial
Office 365 administration
Experienced working towards agreed Service Desk SLAs (e.g. call conversion and call resolution)
Must have analytical skills and be able to solve technical problems across different platforms
Must be a team player and be able to demonstrate excellent interpersonal skills
Must be able to demonstrate effective communication skills, both written and verbal, to all levels within the organisation

Desktop Support Engineer Resume Examples & Samples

Requires a High School degree and at least one year experience
Specific Manufacturers certifications as required. I.e. EMC, Dell, Cisco, Microsoft, Unisys. COMPTIA, and NETWORKPLUS
Troubleshooting software and hardware problems
Knowledgeable in servers, Microsoft/Linux/Unix applications, network protocol, internetworking, configuration, and possess advanced PC support capability
Ability to test and certify PC, networks, servers and client /Unisys approved software applications and associated peripherals
Knowledge of client specific internal procedures and service delivery requirements
Excellent analytical and client communication skills
Electronics training equivalent to at least 2 years of technical institutes, polytechnic and/or military technical school with applicable field service and/or other related technical experience

IT Desktop Support Engineer Resume Examples & Samples

Provides a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment
Provides advanced, senior level technical support to internal and external customers; installs, configures,
Bachelor’s Degree or equivalent experience/Certifications within area related to job function
5 – 7 year’s prior experience in a call center environment, preferred
Working knowledge of IT Disaster Recovery process and procedure

Desktop Support Engineer Resume Examples & Samples

8570 certification: Security +
Experience with Microsoft Windows Operating Systems (XP, Vista, and Windows 7)
Experience with Microsoft Office 2003/2007/2010
Experience with Microsoft Office Communicator
Experience with remote connection tools and protocols
Experience working with Remedy System
Demonstrated experience with Common Access Cards and CAC Readers/PKI certificate troubleshooting
Demonstrated experience with Blackberries
Demonstrated problem solving skills
Polished professional with excellent Written and Verbal communications skills
Previous helpdesk/service desk experience
Demonstrated skill in preparation of procedural documentation
CAC readers for MFD’s setup/install
Familiarization with SCCM
Knowledge of Air Force Protocol

Field Engineer / Desktop Support Engineer Resume Examples & Samples

Configure and install Lenovo laptop and desktop PC's, transfer user data to new systems. Collect, stack, and record PC's for disposal
Industry experience should be at least 2 years
Hardware migration project experience
Knowledge of Windows 7/10
Knowledge/experience with data transfer, end user profiles
Business casual dress requirement
Accurate asset data recording
Ability to follow written technical instructions
Available Work hours, typically normal business hours 8-5
Windows 7, Experienced
Lenovo PC/Laptop Hardware Support, Experienced

Desktop Support Engineer Resume Examples & Samples

Reliability and a strong sense of responsibility
Ability to work independently and take ownership
Solid technical and analytical skills required
Ability to troubleshoot, support, and repair software and hardware for desktop and laptop computers
Knowledge of supported Microsoft Windows operating systems
Knowledge of installation, configuration, use and troubleshooting techniques of supported versions of Microsoft Office
Strong interpersonal skills in dealing with a wide range of customers with varying computer abilities
Experience troubleshooting intermediate complex local area network (LAN) and VPN connectivity issues

Desktop Support Engineer Resume Examples & Samples

Assist non-technical end users working at physical location with identifying and resolving problems
Work on End User and Operations IT projects including hardware and software upgrades, configuration of machines, deployment of systems, etc
Identify, track, reproduce and support resolution and testing of defects in retail IT systems
Handle 'after hours' calls as scheduled
Write and implement operational and support procedures
Two or Four Year Degree or A+, Network+ or MCSE certifications
5+ Years of industry experience including but not limited to desktop engineering experiences, analyzing, designing, building and deploying desktop solutions into a production environment
Minimum 5+ years of customer service experience troubleshooting end user technology in a fast paced environment
Bulk manufacturing and production environment experience a plus
Strong documentation and training skills
Use of Windows (XP, Win7, Win8.1, 10, Server), Citrix, and SCCM
Use and understanding of MAC OS
Provide support for Cloud based apps and client software such as BOX, Office 365 including SharePoint, Onedrive and Office App
Exceptional interpersonal skills and customer service skills, with a focus on rapport-building, listening and questioning skills
Strong organization skills including follow-through/ups
Ability to be self-sufficient and creative
Basic working knowledge of a CMS, AS400 systems and JDE a plus
Implementation and support services for Microsoft related technologies - Workstations, servers, Exchange, SQL, SharePoint, etc

Desktop Support Engineer Resume Examples & Samples

Troubleshoot and resolve issues with desktop hardware and software pertaining to systems operations
Troubleshoot and resolve issues with desktop hardware and software pertaining to LAN connectivity
Maintain and perform hardware set up, proper configuration and system modifications to assure high availability and performance
Installing and setting up office/cubes for new and existing employees, relocating phones, and troubleshooting outages
Escalate unresolved problems to staff with specific expertise, such as developers, network or system engineers, and database administrators in a timely manner
Collaborate effectively with helpdesk team members and other IT technicians to resolve and document issues
Create and update standard software loads for a variety of desktop systems
Physically move and re-establish desktop systems and servers as required
Assist LAN, WAN or the Systems Engineer as required
Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
Communicate technical issues to Corporate IT staff as needed
Perform other job related duties as dictated by business needs
Provide training to onsite and remote users
Administer and maintains all server hardware and software, and ensures backup procedures are in place, monitored and tested
Install, administer, troubleshoot, and maintain LAN, PC and peripheral equipment
Work with vendors and internal support contacts to resolve technical problems with desktop equipment and software
Create and maintain documentation on IT processes
Track and maintain inventory and stock of PC/LAN equipment in order to meet business needs
Out-of-hours on-call responsibilities
Minimum 3 years IT Desktop Services/LAN support experience required. Experience providing support to business community users up to senior executive level. In-depth knowledge of Windows operating systems – XP, Windows 7, Windows 8. Working knowledge of Windows Server 2003/2007 preferred
Active Directory administration and account management experience required. Thorough knowledge of security enhancement/monitoring products for PC and laptop environment
Incident management and Problem management experience highly desired
In-depth knowledge of and experience working with MS Office Suite (2003, 2007, 2010. 2013, Office 365), Adobe (multiple versions), and other desktop applications (WebEx, and other collaboration tools). Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners and other peripheral devices. Experience using PC support tools such as LANDesk, WebEx, Dameware preferred. Lync/Skype 2013 experience required. Familiarity and experience with SCCM preferred, but not required
Must have excellent customer service skills and background

Desktop Support Engineer Resume Examples & Samples

Desktop computing environment consists of Windows 7, MAC OS, and iOS
Build rapport and elicit problem details from employees
Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications sometimes using remote access technology
Record, track, and document the incident request problem-solving process through to final resolution
Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet and internal knowledge base to aid in problem resolution
Assist in the deployment of new Application, OS, Patch releases to the customer base
Asset Management tracking as equipment is deployed / returned to stock/ retired
Provide VPN connectivity support for remote personnel
Support all network printers and desktop peripherals
Develop help sheets and frequently asked questions/answers for employees and team members
Develop an understanding of the unique technology requirements that exist within the business unit(s)
Suggest and advocate technology solutions and enhancements that meet the need of the business unit(s)
2 years relevant work experience
Experience with desktop (PC & Mac) and server operating systems
Extensive application support experience with MS Office, Outlook, SharePoint, Lync, Adobe Products, etc
Working knowledge of a range of computer diagnostic utilities

Desktop Support Engineer Resume Examples & Samples

Minimum 2 years’ service desk experience or 1 year desk side
MCSE (or other Microsoft certifications), CCNA, Computer Maintenance A+, ITIL Certification
Experience with AD
Experience with Office365 administration
Worked as part of a larger team but manages own workload
Experienced working towards agreed SLAs (e.g. call conversion and issue resolution)

IT Desktop Support Engineer Resume Examples & Samples

English and Arabic language is a requirement (written and verbal skills). Turkish is nice to have but not essential
Excellent problem solving skills, is accountable for the work assigned and delivers results timely, reliably and correctly
Experience working on small projects and delivering against timelines
Working knowledge across all the IT disciplines including hardware, software, telephony, video teleconferencing, and connectivity
Ability to form positive relationships with individuals at the supervisor/team manager level
Demonstrable experience of 1st/2nd/3rd level Corporate IT support, gained in a multi-site , fast paced IT operations environment
Able to perform root cause analysis. Capable of recommending effective courses of action, communicate resolution, policy and procedures to the various IT partners, management, and end users
Experience supporting MAC OS and MAC hardware (Mac Book Air, Mac Book Pro)
ACMT: Apple Certified MAC Technician certification/Microsoft Certified Systems Engineer (MCSE) or similar would be a plus
Preferably experience with Lenovo parts ordering and hardware repairs
Experience working with Active Directory, domain services and back office/infrastructure application support
ITIL Foundation Certificate
Experience with Remedy and Service Now ITSM Tools
Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices
Knowledge in storage and backup technologies

Desktop Support Engineer, Mid Resume Examples & Samples

2+ years of experience with service desk support and network operations
Experience in an enterprise IT environment and the implementation and rollout of new or updated desktop technologies
Experience with implementing and maintaining security controls and compliance, including developing security documentation
HS diploma or GED and 3 years of experience with IT or BA or BS degree
Experience with Unified Communications or VoIP
Experience with Microsoft Office, Office 365, and Microsoft SharePoint
Experience with IBM BigFix, McAfee ePolicy orchestrator, and other various systems administration utilities

Apple Certified & Windows Desktop Support Engineer Resume Examples & Samples

ACSP (Apple Certified Support Professional) / ACMT (Apple Certified Mac Technician) Preferred or equivalent experience
3+ years IT work experience preferred in a corporate support environment
Demonstrated expertise of Microsoft Windows Operating Systems, Apple Operating Systems, and Microsoft Office products. Candidate should have the ability to install, configure and troubleshoot each operating system
Troubleshoot and repair hardware and software on Apple & Windows desktops, laptops and peripherals
Ability to perform general computer hardware maintenance on Apple and Windows Systems (CPU replacement, Motherboard replacement, Laptop LCD replacement, etc.)
Perform imaging / re-imaging end user Apple / Windows desktop and laptop machines
Knowledge of Windows mobile client devices, and Apple iOS products a plus
Knowledge of internet security and antivirus software
XCode, Apple Scripting, or other scripting languages a plus
JAMF Certified, MCSE or other certifications a plus
Mandatory ability to communicate effectively with management, peers, and customers, via email, phone and in face to face situations (written and verbal)
Ability to travel to setup hardware, and troubleshoot issues at other local Oracle offices (up to 25% of time)
Analyze consistent or repetitive issues or problems, develop creative solutions and assess risks / benefits; develop strategies for resolving identified issues and how to prevent future occurrences
Document supported systems and application procedures and processes
Stay in touch with technology changes and our client's operating environment changes. Our goal is to assess potential impact to supported systems and applications and to proactively look for opportunities to improve service
ACSP (Apple Certified Support Professional) / ACMT (Apple Certified Mac Technician) Preferred or equivalent experience ( must have any of these 2 certifications)
Working knowledge of internet/data technologies
Demonstrate ability to self-motivate, work in teams, be detailed oriented and be flexible within a fast-paced and changing environment

Desktop Support Engineer Resume Examples & Samples

2) MS Office Suite 2007
High-school diploma or educational equivalent required; diploma from a technical or vocational school or have acquired equivalent military/DoD training. Bachelors Degree in Computer Science, Information Assurance, Information Systems, or other related scientific or technical discipline is preferred. Work experience or industry certifications demonstrating technical proficiency may be substituted for education requirements
Must have three (3) to eight (8) years of experience providing IT implementation, troubleshooting, and maintenance support. Expert-level skills in Service Desk operations
Attention to Detail - Demonstrates thoroughness and contentious attention to detail
Customer Service - Works with clients and customers to assess their requirements, provide information or assistance, explains the scope of available products and services; is committed to quality deliverables
Oral Communication - Expresses information effectively, listens to others, attends to nonverbal cues, and responds professionally
Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations and resolve issues

Desktop Support Engineer Resume Examples & Samples

2) SCCM (backend configuration)
Imaging (from scratch)
3) TCP/IP, MDM
Any scripting experience is a plus
Utilize SCCM and other tools to create Microsoft and 3rd party security patches and application updates
Possess excellent PC troubleshooting skills in a Windows 10/Office 2013 environment
Help manage the workstation image including creation, updates, improving performance and reliability, and performing troubleshooting
Utilize SCCM to produce software security compliance and desktop infrastructure health
Utilize SCCM to maintain and report on software inventory levels
Create and maintain project and procedure documentation related to desktop engineering
Experience with mobile device management, including Blackberry, iPhone, and Windows mobile devices
Available for after-hours or weekend support as required
Bachelor's degree in Computer Science or related discipline and/or related job experience
Six years+ of desktop support experience
Two years+ backend SCCM experience
Enterprise level expertise in Win 10, Exchange, Office 2013, SCCM, and scripting
Experience with remote desktop management
A solid understanding of TCP/IP, DNS, DHCP, cabling, and other network fundamentals
Strong written and verbal communication skills with attention to detail

Desktop Support Engineer Resume Examples & Samples

Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems
Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems
Some shift work may be required and weekend work is needed for projects
Proven experience of configuring workstations/laptops and associated software
Experience with conference room technology including, video conferencing, audio conferencing, and mic/speaker setups
Experience working with Active Directory, domain services and back office/infrastructure application installation and support
Experience with Windows 10 & 7, Mac Sierra, EI Capitan Operating systems and associated applications
Experience with Lenovo parts ordering and hardware repairs

Desktop Support Engineer Resume Examples & Samples

Serves as a backup and/or backfill for other roles on an as needed
Addresses support incidents and requests submitted via walk up
Regularly uses remote control to assist with supporting end users; deploys to floor as needed. Core function requires on site presence
Facilitates escalations while maintaining primary communication channel with original requestor
Takes notes/minutes in meetings and circulates to team
Actively participates and contributes to team discussions and meetings
Assists in maintaining technology inventory
Tracks all work as a ticket in ServiceNow via a thorough documentation of findings, communication, and work completed, and using documented and approved procedures
Uses principals of Incident, Request, and Problem management to provide excellent technology support and service to United Therapeutics
Accepts escalations from Desktop Engineer I due to access limitations, skill/experience limitations, uncertainty regarding next steps, complexity, and/or near or post SLA
Acts as primary Point of Contact during outages, critical incidents, and problems
Identifies and resolves complex and/or near or post SLA breach incidents and requests
Uses robust decision making logic, insight, knowledge, and experience to address incidents and requests that may not have clear path to resolution, applicable process or procedure
Develops and executes regular audits and remediation of core systems and services to anticipate and prevent future incidents, drive efficiency, and efficacy
Monitors technology blogs, reports on, and shares findings with team
Plans, orchestrates, and executes global software, system, or service deployments and/or upgrades
Participates in cross functional, practice, and/or departmental teams to address complex problems, incidents, and/or requests
Reviews and edits ‘how to’ documentation for end users
Develops, maintains, and executes training sessions in collaboration with all technology practices and functions
Develops and maintains ‘how to’ documentation for back end technical processes and procedure to be executed by technology team members
Executes sensitive and/or complex account, group, and bulk actions
Works closely with vendors and managed services to maintain systems and services, manage change, and deploy new systems and services
Develops, submits, and executes approved change requests
Organizes and leads meetings as needed
Preforms root cause analysis in partnership with subject matter experts
Coordinates support calls to vendors for remote and/or on site repairs, deployments, and/or RMAs as needed
Identifies trends within service incidents and requests
Identifies and documents opportunities for automation based on observed trends and data
Assists in identifying, suggesting and executing actions to restore service during an outage

Mac / Linux Desktop Support Engineer Resume Examples & Samples

Support users/resolve issues on phone, email, walk-ins and using remote tools. Desk side support as required at various locations on the center
Installation of systems, software and hardware components, not limited to memory, hard drives, printers, etc
Resolve software conflicts, corruption, and misconfiguration issues, virus detection and removal
Resolve hardware components issues not limited to: hard drive, memory, logic board, cards, monitors and other items, identifying failures, providing solutions
Verify backups, review logs, rotating tapes, monitor backup systems including RAIDs, and servers, verify client connectivity, document any issues or concerns as identified
Installation and troubleshooting of specialized equipment, including embedded systems such as hyper walls, spectrometers, etc
Develop, push, troubleshoot and report on patch levels using provided tools such as Big Fix and Apple Remote Desktop or other patching tool
Participate in annual security audits. Implement Agency/Center mandates. Configure systems per appropriate security plans
Bachelor’s Degree in Computer Science or related field or equivalent years of experience
2-4 years of directly related work experience
Extensive knowledge of Macintosh Desktop (GUI and command line)
Experience with Linux Operating systems
Experience with Mac BSD or Linux open source applications
Operating system, firewall, network security and TCP/IP knowledge
Proficient with setting up and troubleshooting with remote protocols such as ssh, rdp, vnc or sftp
Experience with SMB Enterprise backup applications and solutions such as Retrospect and Time Machine
Experience with PKI and/or encryption, virtual systems, RAIDS
Experience with Shell scripting (bash, csh, tcsh, etc)
Experience with patch management and monitoring tools and philosophies
Candidate must be highly motivated, flexible, self-directed and able to manage multiple tasks
Able to work in a team environment as well as working independently in a dynamic environment is required
Must be a US Citizen with ability to obtain clearance if needed
Experience with Windows Desktop
Experience with multi-operating system implementation and support in both Active Directory and stand alone environments
Experience and troubleshooting with Active Directory
Experience with Big Fix, Jamf or Centrify other tools
Experience with interoperability of Windows/Macintosh/Linux operating systems
Knowledge of IDL, MatLab, ENVI, Solidworks, and other Scientific/Engineering applications
Familiarity with USGCB, CIS, NIST, FISMA or other standards and benchmarking
Understand and recommend software and hardware lifecycle for customer upgrade needs
Experience supporting in a Science, Research, Engineering, Education, or Government environment

Desktop Support Engineer Resume Examples & Samples

Provide quality customer service to all clients in a timely manner
Respond to and resolve incidents and service requests escalated from the service desk
Image laptops and desktops with Standard Operating Environment image using SCCM
Support multiple Standard Operating Environments (SOE) including desktop applications
Investigate, diagnose and resolve hardware and software faults related to end-user devices
Ability to respond to high priority issues in a timely manner
Liaise with vendors, as required, to achieve problem resolution
Cable patching for telephony and data services
Escalate issues or problems as appropriate to management
Take initiative to continually develop technical knowledge and professional skills and develop documentation as required
Manage, own and co-ordinate technical resolution of faults either remotely or onsite
Abide by and advocate corporate IT standards
Communicate any IT related issues to the business in a timely manner
Participate in technical projects including project appraisal and problem tracking
Understand the scope, delivery mechanisms and processes of all Services delivered by Dimension Data
Position demands flexibility so ever changing technologies can be suitably supported

Junior Desktop Support Engineer Resume Examples & Samples

Desktop support experience
Excellent knowledge of Windows 7, Office suits, PC/laptop hardware, printers, scanners
Hardware & software installation experience
Good fault diagnosis skills
A basic understanding of LAN patching
Basic knowledge of Active Directory
An ability to troubleshoot problems and get to the root cause of complex technical desktop issues would also be an advantage
An understanding of server hardware, LANDesk, experience of using PointSec and McAfee antivirus would be useful, but not essential
Previously worked in an environment which measures performance against SLAs and be able to focused on incident management according to priority and business impact
Although the core hours are Monday to Friday a flexible approach is required as you may be asked to work some evenings and weekends in order to support change or projects
Analytical approach to problem resolution
Must be able to meet strict deadlines
Must be able to work under pressure
Willingness to take ownership of problems / issues until resolved
Excellent interpersonal skills and customer focus
Ability to manage the ‘ever changing’ customer workload
Willingness to work extended hours as and when required
Good Time management skills

Desktop Support Engineer Resume Examples & Samples

Principle Duties and Responsibilities
Second Line responsibility for resolving Incidents and completing IMACs in line with the Nautlius contract – for both hardware and software
Liaising with the Service Desk and Level 3 Teams, to ensure appropriate forward movement leading to efficient resolutions and completions
Undertaking IMAC activities, including hardware and software installation, as per the Nautilus contract
Undertaking Project based activities in support of both internal and external Project Managers, as above
Liaising with, and taking guidance from, the IMAC Schedulers
Working with the Build Engineer to complete individual PC software inventories and installations
Keeping the EUC Tower Lead informed of any problems or issues arising, escalating as necessary
Flexible working to support the hours of between 0700-1900 Monday to Thursday, 08:00 – 13:00 Friday and 08:00 – 13:00 Saturday (overtime), and also covering adhoc overtime as required
Key Accountabilities and tasks
Incident/IMAC management in line with agreed SLAs
Troubleshooting hardware – including desktop PCs, laptop, workstations and associated peripherals
Troubleshooting Software – including operating systems and desktop applications
Rebuilding and configuration PCs, applications and peripheral installations as per the IMAC process
Moves, changes and deletions of the hardware/software estate to agreed SLAs (IMAC)
Involved in new IT infrastructure implementation projects, moves, changes and deletions to agreed SLAs (IMAC)
Good technical knowledge, skills and hands on experience of Hardware
Good technical knowledge, skills and hands on experience of Software - Windows 7, Microsoft Office 2010, etc
Experience of KPIs and SLAs, together with experience of the Client’s industry would be advantageous
Excellent team awareness

Desktop Support Engineer Resume Examples & Samples

Responds to end-user requests for support and maintenance for the following client hardware/software platforms listed in the IT Standards Manual
Windows XP, Vista, Windows 7, Windows 10 & Mobile Devices
HP Desktop and Notebook family of client computers
IPad and iPhones
Troubleshoot PC-related equipment down to the component level, when necessary. Coordinates maintenance and repair for microcomputers and peripherals as needed with outside vendors
Troubleshoot application issues, including isolating problems to networks or servers
Perform hardware, software and IS installations, moves, adds and changes (IMAC) for PCs and related peripherals
Log details of support provided in the service desk ticketing system, which includes updating the IT inventory database
Use PC configuration management tools to perform basic system administration (for example, adding workstations to the domain, writing procedures, etc.), software distribution, patch management, and inventory management

Desktop Support Engineer Resume Examples & Samples

Provide excellent service to our customers
Respond to and resolve Desktop related incidents reported via the service desk
Provide user advice, assistance and guidance on common desktop applications
Maintain standard build processes and full documentation for all systems
Resolution of incidents and fulfilment of customer service requests
Provide Second Line incident diagnosis and fault resolution
Ensuring calls meet SLA criteria
Record, track and update call information on a service desk application
Ensuring routine and administrative tasks are completed
Maintenance of hardware asset and software license information
Populate Knowledge Management system with resolutions and workarounds
Complete Onsite Backup Tape Rotation
Complete PAT testing of IT equipment

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