Senior Desktop Support Engineer Full Time

Main Purpose:

As an In-country IT Support Specialist, you will play a crucial role in ensuring the efficient operation of our organization’s IT systems within your designated locations. You will provide technical support to employees, resolve IT-related issues, and collaborate with the global IT team to maintain a stable and secure IT environment. Act as in-country single point of accountability for all IT projects to be deployed into your Locations.

Knowledge Skills and Abilities, Key Responsibilities:

KEY RESPONSIBILITIES

User Support:

• Provide first-level technical support to end-users, addressing hardware, software, and network-related issues.
• Respond promptly to IT support requests via email, phone, or in-person, ensuring timely issue resolution.
• Assist employees with computer setup, software installation, and troubleshooting.

Hardware and Software Maintenance:

• Conduct regular maintenance, upgrades, and repairs of computer hardware and peripherals.
• Install, configure, and update software applications as needed

Network Support:

• Assist in setting up and maintaining local network infrastructure.
• Troubleshoot network connectivity issues and ensure a stable internet connection.
• Collaborate with the central IT team to implement network security measures.

Security and Data Protection:

• Enforce IT security policies and procedures within the location.
• Conduct regular data backups and assist in disaster recovery planning.
• Educate employees on IT security best practices.

Documentation and Reporting:

• Maintain accurate records of IT equipment, software licenses, and support requests.
• Generate reports on IT-related activities and issues for management review.

Vendor Management:

• Liaise with local IT vendors and service providers to ensure timely resolution of issues.
• Assist in evaluating and selecting IT vendors as needed.

Training and Knowledge Sharing:

• Provide training to employees on IT tools and applications.
• Share knowledge and best practices with the local team.

Applications Support:

• Provide support for business-critical software applications used by local teams.
• Troubleshoot application-related issues, including installation, configuration, and user access problems.
• Collaborate with global IT team, Software vendors or developers to resolve complex application issues.
• Assist in the testing and deployment of application updates and patches.

Local Project Implementation:

• Participate in the planning and execution of IT projects specific to the local office or region.
• Coordinate project activities, including hardware and software upgrades, migrations, and installations.
• Ensure that project timelines and objectives are met within budget constraints.
• Provide technical expertise and support during the implementation of IT solutions

Additional information:

• This position may require occasional travel and participation in on-call support.
• Flexibility in working hours to accommodate occasional evening or weekend support needs.
• The responsibilities and qualifications listed above are not exhaustive, and additional duties may be assigned as needed

REQUIREMENTS

Education & Experience

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).

Competencies

• Proven experience in providing IT support and troubleshooting.
• Strong knowledge of operating systems (Windows) and common software applications.
• Familiarity with networking concepts and protocols.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a global team.
• Relevant certifications (e.g., ITIL, CISCO, Microsoft Certified Desktop Support Technician) a plus.

Key Relationships and Department Overview:

KEY RELATIONSHIPS

Internal – Employees, Regional/Global IT team
External – IT related Service providers