Description
Reporting to the EMEA IT Onsite Manager, the position of Desktop Support Technician is expected to provide a high level of service to Juniper's internal staff face to face or via phone or email.
The Desktop Technician will be part of a highly skilled IT team responsible for supporting the companies IT desktop and telecommunications services.
This front line service will include assisting users with problems (both hardware and software). The successful candidate will have at least 2 years desktop support experience in a Windows 7/XP enterprise environment, extensive knowledge of Microsoft Outlook, Windows 7 and Windows XP Professional; working knowledge of Microsoft Office , Active Directory and systems administration tasks. Experience in supporting remote access clients via home broadband and inter-office VPN connections, experience troubleshooting network printers and LAN TCP/IP problems and experience using desktop imaging software.
Experience in supporting Microsoft O365 and the Apple range of products and software is a major advantage.
General Responsibilities
- Complete assigned tasks within specified timeframes as defined by your direct manager.
- Ensure the highest standards of conduct and integrity are observed as defined in Juniper's corporate policies.
- Attend training and mandatory company meetings as necessary.
- Report any inappropriate internal or external activity to your manager.
- Duties include one on one daily interaction with users and other IT support professionals.
- Hardware and software troubleshooting.
- Builds and installs of new PC's and rebuilds/reimage of old systems.
- Installation and upgrading of various hardware & software including PC's, memory, hard disks, printers, MS Office, etc.
- Excellent understanding of networking basics, VOIP and TCP/IP.
- Responsible for new hire setup and PC reassignment setup.
- Must have outstanding diagnostic and deductive reasoning.
- Excellent communication and writing skills, be well organised and provide a professional presentation, friendly and outgoing with a can do attitude is a must.
- Must have the ability to work on own initiative with a high standard of professionalism and ethics.
Experience with Avaya or Polycom phone systems is an advantage.
Specific Job Requirements
- Handling high levels of Desktop Support requests
- Providing expert technical support to all users, including senior management and VIPs
- Providing face-to-face support to end users for hardware and software issues
- Troubleshooting hardware issues related to desktop, laptops, printers and peripherals etc.
- Troubleshooting software issues related to Windows 7/XP, Microsoft Office, Outlook and other desktop applications
- Configuring and installing new computers using standard software image and packages
- Builds new systems to the Juniper standard specification guidelines
Qualifications
- 2 Years Technical IT related degree or equivalent non-IT related technical degree with experience
- Demonstrated understanding of computer hardware, operating systems functions and components. Must be familiar with multiple makes/models of desktops and laptops and be able to disassemble, troubleshoot and reassemble hardware
- Must be able to lift a minimum of 50 lbs unassisted
- Must be able to produce clear and concise written documentation for technical and non-technical audiences
- Excellent inter-personal and communication skills are required.
- Ability to work under pressure and to strict project deadlines will be compulsory in this role.
Software/Hardware requirements: MS Office , Windows 7/XP Pro, & MAC OS's
A full working knowledge of all PC/Laptop hardware, NICS, CD-writers, scanners, mobile devices (Apple & BlackBerry) and PDA's is required. Specific familiarity with Lenovo and Dell systems/laptops, MAC systems/laptop, HP Laser and Cannon colour printers,
Industry standard accreditation is a major advantage.
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