Senior Desktop Support Technician

Company Description

BROCENT is a Global IT Managed Service Provider that employs a distinct "Platform + Service" model, leveraging Big Data and AI-powered Resource Supply Chain. We deliver comprehensive IT Support & Maintenance Plans across 100+ countries, enhancing clients' IT Return on Investment and reducing Total Cost of Ownership. With over 2,500 highly skilled IT service management professionals and service command centers worldwide, BROCENT is committed to improving operational efficiency and IT management effectiveness. We have established service centers in Poland, USA, Malaysia, and Thailand in 2024, with more global centers planned for 2025 to provide local coverage for global clients.

Role Description

This is an adhoc/on demand on-site role for a Desktop Support Engineers located in Taipei City. We're interested in onboarding you as freelancers to join our team and serve existing projects.

***Important Note: This offer is ONLY FOR INDIVIDUAL APPLICATIONS AND NOT FOR AGENCIES.

Please also feel free to drop us your CV should you be interested in working with us on the same model in any other countries Globally as we would be happy to work with you according to your location as well
*Skill Expectations

L1 Desktop Support Engineer

3 years' or more experience in IT infrastructure support, troubleshooting hardware, software, and operating system issues. As a Level 1 engineer, you will resolve issues while adhering to hardware warranty and customer security compliance standards.

Hardware Support & Troubleshooting:

Hands-on experience in installing, troubleshooting, and repairing desktops, printers, laptops, and other computer peripherals. (Monitors, keyboards, mice, printers, fax machines, scanners)

Ability to lift and move equipment weighing up to 50 lbs.

Provide Smart Hands support for peripheral and networking hardware, including routers, switches, firewalls, racks, and cabinets. Smart Hands activities involve performing physical tasks on-site while following instructions from senior engineers or remote technical teams, or by adhering to predefined procedures. Level 1 deskside engineers are expected to execute these tasks as directed but do not engage in configuring or troubleshooting complex network infrastructure, which is escalated to Level 2 engineers as needed.

Software & OS Support:

Experience to follow instructions for installing and troubleshooting desktop applications.

Skilled in desk-side support and PC break/fix, with basic administration of Windows operating systems.

Assist with anti-spyware and anti-virus software, including troubleshooting installation issues.

Basic support for iOS/Android tablets, assisting with configuration and troubleshooting.

Assist with software and operating system deployments using tools such as MSCM, WDS, or MDM solutions to install Microsoft Office, antivirus software, and company-specific applications. Level 1 deskside engineers support these deployments by following established procedures but do not take ownership of or troubleshoot enterprise deployment failures, which are escalated to Level 2 engineers when necessary.

Active Directory & Identity Management:

Assist with basic user account management tasks in Active Directory, including password resets, account unlocks, and adding users to existing groups. Level 1 deskside engineers perform these routine tasks but do not engage in more complex account management or troubleshooting, which is escalated to Level 2 engineers as required.

Assist with access permissions and escalate issues as needed to senior teams for complex Active Directory problems.

Level 1 deskside engineers are not expected to troubleshoot complex security, firewall, or enterprise software issues

Network & Connectivity Support:

Basic knowledge of enterprise LAN and WAN setups, with the ability to troubleshoot simple connectivity issues.

Familiarity with TCP/IP, DNS, DHCP, VPN, and RDP.

Basic wireless network troubleshooting, including using diagnostic tools (ping, ipconfig, Wi-Fi analyser).

Certifications:

CompTIA A+ or equivalent entry-level IT certification (or acquired during employment).

Basic awareness of ITIL processes, including Incident, Change, and Problem Management, Service Requests, and spare/buffer stock management.

Customer site-specific certification may be introduced during induction.

Competency Requirements:

Strong written and oral communication skills with clients and management.

Excellent people skills for effective interaction with users and teams.

Ability to meet deadlines and manage tasks efficiently.

Strong deductive reasoning skills for troubleshooting issues.

Capability to work independently with minimal supervision.

Support of computer networks, as directed by senior technicians or service desk support.

Proficient in ticket handling, adhering to client requirements.